Customer Service & Engagement

Reimagine Customer Service with Agentic AI for Retail

Manhattan Active® Maven for Customer Service is revolutionizing retail AI-powered agent capabilities with fast, personalized, and highly capable agentic AI assistance that delights customers and boosts productivity.

Google Cloud Business Applications Partner of the Year Award for Supply Chain and Logistics

This prestigious award highlights Manhattan’s role as an innovator within the Google Cloud ecosystem, its commitment to driving customer success, and its pioneering application of Agentic AI and Generative AI (GenAI) within the Manhattan Active® Suite over the past year.

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Manhattan Active® Maven
Agentic AI for Customer Service

Manhattan Active Maven Chatbots are an increasingly popular AI investment in retail self-service thanks to their 24/7 responsiveness. But most retail chatbots are impersonal, rigid, and often struggle with complex requests—often leaving customers frustrated. Manhattan Active® Maven for customer service is different: it’s an Agentic AI assistant that delivers elevated experiences and elevates customer service productivity.

Unlike traditional chatbots Manhattan Active Maven engages customers with empathy, combining an understanding of questions and intent with emotion to deliver personalized responses with a human touch. This creates more meaningful interactions that meet customers’ expectations.

Since the chatbot is trained on Manhattan Active Omni’s rich commerce functions and detailed order information, it can handle a wide range of inquiries, ranging from standard order queries to more complex tasks order changes, cancellations, and returns. It adapts dynamically to customer input, offering flexible and intelligent assistance that’s contextual in nature.

By automating conversation summaries and post-interaction notes, Manhattan Active Maven reduces administrative work and improves service performance by freeing agents to focus on higher-value tasks, reducing administrative burden, and improving customer service efficiency.

With Manhattan Active Maven, retailers gain a powerful agentic AI customer service tool—one that personalizes support, increases customer satisfaction, and drives operational efficiency.

Watch the Video

Watch this short video to discover more about the features of Maven. Learn how agentic AI delivers personable customer service while reducing operational costs.

How Agentic AI is Revolutionizing Retail Customer Support

The integration of Generative AI into the supply chain commerce sector is not just an emerging trend – it’s a game-changer.

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Superior Customer Service Powered by Agentic AI

Manhattan Active Maven automates chatbot customer service, providing customers with convenient, personalized, and contextual service while simultaneously driving efficiencies for retailers. It does this through:

Limitless Availability

Manhattan Active Maven for customer service offers limitless availability to customers, meaning that help is available day and night for a wide variety of customer service requests.

Ability To Handle Most Inquiry Types

Manhattan Active Maven handles a wide variety of customer service inquiries, going beyond simple requests like order status and tracking. By handling things like product availability checks, order modifications, price matches, and returns and exchanges, Manhattan Active Maven significantly reduces resolution times and helps deflect a high proportion of service inquiries.

Personalized, Contextual Customer Conversations

Manhattan Active Maven engages with customers in natural language, adjusting responses to consider the sentiment and context of the customer inquiry. By evaluating the context of conversations (like repeated inquiries) and applying sentiment analysis to interpret language and tone, the chatbot can assess whether customer sentiment is positive, negative, or neutral—and respond in kind.

Boost Your Agents' Productivity

Improving agent productivity is critical to retail success. Manhattan Active® Maven for customer service, powered by Agentic AI, reduces the time and effort agents spend managing interactions—enabling faster, more effective responses.

Contextual Warm Transfers

When an issue requires human judgment, Maven automatically transfers the conversation to the most suitable agent—along with a summarized brief. This context saves agents time and lets them focus on resolving the issue quickly, improving both efficiency and customer satisfaction.

Historical Conversation Summaries

Maven provides instant summaries of past interactions, so agents don’t have to dig through conversation history. They can address issues faster and reduce handling time.

Automated Post-Interaction Notes

After each interaction, Maven generates concise, accurate summaries—eliminating the need for manual note-taking and giving agents more time to assist customers.

Harnessing the Power of Manhattan's Active Platform

Manhattan Associates’ computational intelligence experts have trained Manhattan Active Maven to understand customer service questions and respond with precision and speed. Once the chatbot ingests a question, it identifies the specific information required to create a natural language response that addresses the customer’s query with accuracy.

Manhattan Active Maven for customer service has seamless access to Manhattan Active Omni's extensive commerce APIs, allowing it to precisely determine which APIs to use based on the customer's question. It then scans and understands the vast data available in Manhattan Active Omni to present an accurate response to the customer. The entire process happens instantly thanks to Manhattan Active Omni's high-performance cloud architecture, delivering a satisfying customer experience. Moreover, the system is turn-key, eliminating the need for development or integration.

Using Manhattan Active Maven To Deliver

Deliver Better Service & Efficiency with Agentic Customer Service Capabilities

Manhattan Active Maven for customer service makes chatbot assistance more effective by personalizing customer conversations. It dynamically tailors conversations and service interactions by responding to emotions, changes in context, and unexpected questions with retail Agentic AI.

And it does so without the time and cost of complex rule programming, delivering human-like service at scale.

Accelerate Resolution of Complex Customer Requests

Expand self-service to high-impact scenarios—like order changes, cancellations, refunds, and price matches—without sacrificing accuracy or speed.

With Manhattan Active Maven, retailers can resolve a broader range of inquiries automatically, delivering faster outcomes, enhanced deflection rates, and higher satisfaction while freeing up live agents for high-value interactions.

Increase Service Efficiency While Empowering Your Agents

By automating routine tasks, streamlining escalations, and summarizing previous interactions, Manhattan Active Maven for customer service makes customer service agents' work more efficient with retail Agentic AI.

The result: faster resolution times, improved employee satisfaction, and more engaging, meaningful work for contact center agents.

Lower Costs-to-Serve While Elevating CX

Retailers can achieve measurable cost savings in contact centers through increased adoption of self-service and more efficient agent interactions. With Manhattan Active Omni, retailers can service costs while maintaining—and even improving—customer satisfaction, brand trust, and loyalty.

Accelerate AI Time-to-Value With a Turn-key Retail Solution

As part of Manhattan Active Omni, retailers can rapidly deploy Agentic AI that’s trained on order management capabilities and data without custom integrations and deployments.

Retailers can activate next-generation service experiences in weeks, not months, providing a competitive edge and faster ROI.

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Are you interested in elevating customer service in your contact centers?

Learn how Manhattan helps contact centers deliver omnichannel service excellence.

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