How Nurix AI Is Simplifying Shopping with Voice & Chat

Conversational product discovery, availability checks, and AI support to streamline purchases

The Problem:
Delays, Drop-Offs, and Missed Opportunities

A major retail brand was facing a challenge seen across high-traffic eCommerce: customers were interested but not always confident enough to buy.

Shoppers had questions like “Is this available in my size?”, “What offers can I use?”, or “Will this arrive by the weekend?”, but getting quick answers wasn’t always easy. Most queries were simple, but the support team couldn’t respond fast enough across channels, especially during big drops or sales events.

The real issue wasn’t just the volume—it was the timing. Customers reached out while browsing, often ready to buy, but the lack of instant help created hesitation. Without 24/7 support on chat and voice, many high-intent shoppers simply left, leading to missed revenue. Meanwhile, agents were overwhelmed, switching between tools to check inventory or explain offers, which slowed everything down and led to missed upsell and cross-sell opportunities.

That’s when the brand turned to Nurix AI to offer real-time, conversational support across voice and chat, helping customers make faster decisions, improving conversions, and lightening the load on live agents.

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The Use Case

Smart Upsell & Cross-Sell

Offers & Checkout Assistance

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The Solution:
Instant Shopping Support

Conversational Product Discovery

Guided shoppers to the right items through natural conversations, based on what they need, like, and are looking for.

Live Stock Checks

Synced with inventory systems to provide real-time stock updates by size, color, and store, reducing uncertainty at the point of decision.

Smart Offer & Bundle Suggestions

Promoted relevant deals, bundles, and add-ons, driving upsell and cross-sell opportunities while helping customers save more.

Cart, Delivery & Checkout Assistance

Helped users build their carts, clarified product and delivery details, and nudged them toward completing the purchase.

Omnichannel, Always-On Support

Delivered consistent, 24/7 assistance across website chat, mobile apps, and voice channels—keeping high-intent shoppers engaged anytime, anywhere, with no missed revenue opportunities.