Every day, your team handles hundreds of customer conversations. Some get missed. Some take too long. Some leave customers frustrated. CX/AI changes that - it's intelligent technology that works alongside your people to make every interaction faster, smarter, and more personal.

Will AI replace my customer service team?

No - and that's not the goal. CX/AI handles routine enquiries so your people can focus on the conversations that actually need human judgement, empathy, and expertise. Most of our clients use AI to handle growth without adding headcount, not to reduce their existing team.

How long does it take to implement CX/AI?

Most implementations go live within 4-8 weeks. Week one is data collection and integration setup. By week four, you're typically in pilot mode with real customers. The first 90 days is where the system learns and optimises - most clients see 40-60% automated resolution by day 90.

What's the ROI - and how quickly will I see it?

Our clients typically see payback within 6-9 months. The maths is straightforward: if AI resolves 60% of your enquiries at a fraction of the cost, while your team handles 40% of higher-value conversations, you're reducing costs and improving customer satisfaction simultaneously. We'll build you a custom ROI model before you commit.

Will AI give wrong answers or damage our brand?

This is why we don't just plug in a generic chatbot. Our AI is trained on your specific policies, products, and brand voice. Built-in guardrails prevent off-topic responses, and anything the AI isn't confident about gets escalated to your team with full context. You stay in control.

CX AI for Retail and e-commerce

The challenge

Retail CX is under pressure from
every direction.

WISMO overload

"Where is my order?" still accounts for the majority of retail inbound — most of it fully automatable.

Returns & refund friction

Returns are rising. Every manual touchpoint adds cost, delay, and erodes trust.

Peak season capacity

Black Friday and Christmas create demand spikes your headcount can't reliably absorb.

Omnichannel gaps

Customers move between chat, phone, email, and WhatsApp — experience breaks every time.

Agent burnout

Repetitive high-volume queries drain your best people — increasing attrition when you can least afford it.

No root-cause visibility

You know contacts are rising. You don't know why. Without insight at scale, you fix symptoms, not causes.

The Focus CX solution

Built for the way retail actually works

Three solutions that work as one - handling inbound volume, resolving it across every channel, and uncovering what's driving it.

Aila - AI receptionist

Retail use: WISMO, order queries, store info

Every call answered. Every time.

Aila handles inbound call volume 24/7 - answering WISMO queries, routing complaints, capturing lead details. During Black Friday, she scales without breaking.

24/7 voice coverage, no added headcount

Real-time order status via carrier integration

Intelligent escalation with full context passed

On-brand voice from day one

Explore Aila

AI Agent

Retail use: returns, refunds, product queries

Resolve, not just respond.

The AI Agent meets customers on chat, email, WhatsApp, or phone - and resolves queries end to end. Returns initiated. Refunds confirmed. No agent required.

One consistent experience across all channels

Connects to OMS, returns portals & CRM

Handles multi-step resolutions autonomously

Human handoff when it genuinely matters

Explore AI agent

Conversational Intelligence

Retail use: contact driver analysis, complaint trends, NPS correlation, QA

Stop guessing what's driving your contact volume.

Most retailers review 3–5% of customer interactions. Conversational Intelligence analyses 100% across every channel - surfacing which products generate complaints, which processes create friction, and where your costs are hiding. Less gut feel. More evidence. The insight that used to take weeks of manual review arrives in real time.

Analyse every interaction

100% of voice, chat, and message interactions transcribed, scored, and tagged automatically - with no manual effort required

Sentiment at scale

Real-time sentiment across all channels - catch issues before they become crises.

Automated QA

Every agent interaction scored - not just the 5% you could review manually.

Explore Conversational Intelligence

Basic

$9

per user / month

Try it for free

For starter individuals and small teams that run on meetings.

What's included:

Basic summary

100 hours of transcription /month

Speaker identification

Basic in-call highlighting

Standard support

1TB of storage

Pro

Popular

$24

per user / month

Try it for free

For professionals that run on meetings and need to move fast.

Everything in Free, plus:

Smart summary

500 hours of transcription /month

Advanced speaker identification

AI-powered in-call highlighting

Priority email & chat support

Unlimited storage

Enterprise

Custom pricing

For large organizations with complex security and deployment needs.

Schedule a custom demo

Everything in Pro, plus:

Customized AI Model Training

Centralized billing and user management

Custom Integrations (100+ apps)

Single Sign-On (SSO)

Unlimited transcription minutes

Workspace Analytics Dashboard

How it works together

A complete retail CX loop

The three solutions form a connected system - handling, resolving, and learning from every customer interaction.

Retail CX decisions involve more than one person. Here's what each part of your team needs to know.

CX & contact centre leaders

Reduce handle time, eliminate repeat contacts, and give your agents the tools to focus on complex, high-value conversations.

Finance & operations

Cost-per-contact reduction, no seasonal headcount spikes, and a clear ROI model before you commit to anything.

IT & technology teams

ISO 27001 certified, GDPR compliant, and built to integrate with your existing stack — not replace it. Full API documentation available.

Retail outcomes

Results retail boards recognise

Indicative outcomes from Focus CX retail clients in year one.

↓40%

Cost per contact reduction

82%

First contact resolution rate

↓65%

WISMO handled by AI

+18%

CSAT improvement

Based on average outcomes across Focus CX retail clients in year one. Individual results vary by contact volume, channel mix, and existing tech stack.

SOLUTIONS