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Online shopping continues to grow at an unprecedented pace, and customer expectations are rising just as fast. Today’s consumers demand fast, personalized, and 24/7 support at every stage of the journey from browsing to post-purchase service.
For many retailers, traditional customer service models can’t keep up with these expectations without increasing costs or compromising service quality. This is where AI-powered virtual agents step in, delivering intelligent, always-on support that improves both customer experience and operational efficiency.
Modern shoppers, especially millennials and Gen Z, expect instant answers and seamless experiences across all channels. AI-powered virtual agents close this gap by providing automated, context-aware, and timely support across voice, chat, and messaging channels.
Developments in natural language processing (NLP), speech recognition, LLMs, and Agentic AI have significantly expanded what virtual agents can do. Unlike early chatbots, today’s agents can understand intent, take autonomous decisions, and collaborate with both other systems and human agents to provide accurate, end-to-end service.
E-commerce businesses face rising labor costs, complex supply chains, and sharp seasonal demand spikes. AI-powered solutions enable retailers to do more with less by bringing speed, intelligence, and automation to customer care, order management, and merchandising processes.
24/7 Availability & Scalability: Virtual agents handle inquiries quickly and consistently at anytime, across chat, voice, and messaging apps without requiring extra staffing. Gartner projects that by 2028, 15% of work will be automated through autonomous agents making routine decisions.
Enhanced Customer Experience & Personalization: Virtual agents assist customers with complex processes such as order tracking, returns, and personalized product recommendations. McKinsey reports that AI-powered personalization can boost revenues by 10–15% and enhance marketing efficiency.
Cost & Operational Efficiency: McKinsey notes that AI voice assistants can cut call volumes by 20% and reduce authentication times by up to 60 seconds.
McKinsey describes this shift as “agentic commerce” — where retail experiences move away from browsing and clicking, toward intent-driven interactions powered by intelligent agents. Early adopters with robust, in-house conversational AI solutions are best positioned to lead this future.
SESTEK’s Knovvu Virtual Agent supports every customer touchpoint across voice, chat, and messaging, acting as a ‘super agent’ for modern e-commerce teams. Built entirely with in-house speech recognition and natural language understanding, it achieves over 97% intent accuracy, enabling automation of routine interactions such as order updates, returns, and FAQs.
Its full-stack structure — including SR, NLU, TTS, an orchestrator, and a design studio — eliminates third-party dependencies and simplifies integration and data control. With support for 11 languages and pre-built integrations for common e-commerce use cases, Knovvu adapts easily to high-volume periods like Black Friday.
Hepsiburada, one of Türkiye’s leading e-commerce platforms, partnered with SESTEK to reduce the high volume of order-status, return, and refund inquiries their teams were handling each day. With the Knovvu-powered Virtual Helpdesk deployed across channels, self-service transactions increased by 14%, intent recognition accuracy reached 95%, and support tickets decreased by 10%.
Explore how Knovvu Virtual Agent can transform your e-commerce operations by requesting a demo.
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