Agentic AI for Merchandising, Store Ops, and Customer Care
Converiqo connects product enquiries, promotions, delivery, vendor coordination, and service tickets so every supermarket run is predictable for customers and profitable for operators.
Pressure points
Daily Challenges for Supermarket Networks
Automation keeps stores stocked, customers happy, and teams aligned.
Unpredictable Demand and Stock-outs
Demand spikes, substitutions, and shrink make it hard to keep shelves full without a real-time view of SKU movement across stores and dark warehouses.
Disconnected Procurement and Vendor Calls
Buyers chase vendors across email, WhatsApp, and spreadsheets, delaying replenishment and hiding exposure to penalties or expired inventory.
Queue and Contact Center Overload
Customers expect instant answers on product availability, delivery status, returns, and loyalty points but contact teams juggle multiple tools and miss SLAs.
Manual Promotion Rollouts
Festive offers, bundle deals, and hyperlocal pushes take days to publish and verify across stores, hurting campaign ROI and brand consistency.
Fragmented Ticketing and Escalations
Store teams log issues in disconnected sheets, resulting in lost escalations for billing, planogram, and maintenance problems.
Limited Visibility for Management
Regional managers lack an integrated picture of service quality, vendor health, and on-floor execution, making decision making reactive instead of proactive.
How Converiqo Transforms Supermarket Operations
Orchestrate merchandising, procurement, marketing, and support from a single agentic layer.
Unified Lead-to-Loyalty Engine
Capture enquiries, service tickets, and loyalty interactions in one AI layer that prioritizes revenue and retention opportunities.
Customer and Staff Self-Service
Give shoppers, store teams, and delivery crews instant answers on policies, stock, and workflows over WhatsApp, web, or in-app widgets.
Automation Across Store Ops
Standardize approvals and repeatable tasks for procurement, replenishment, maintenance, and campaign execution.
Insight-Ready Knowledge Layer
Centralize SOPs, playbooks, compliance guides, and live KPIs so every store can act quickly with confidence.
Core modules
Store, Customer, and Vendor Journeys
AI-driven workflows cover enquiries, service, inventory, marketing, and procurement end to end.
Automation Flow
Sales / Lead Engine – Hyperlocal Enquiries and B2B Orders
Capture enquiries from website forms, WhatsApp, loyalty apps, call center recordings, and trade partners with automatic tagging by store, city, and intent.
Auto-qualify leads based on purchase intent such as catering orders, institutional supplies, or new membership enrollments with predicted order value.
Route high-value queries to merchandising, key accounts, or the nearest store champion with SLA timers and nudges.
Generate price lists, assortment recommendations, and available delivery slots instantly using live inventory and vendor promise dates.
Trigger follow-ups for pending approvals, payment links, or sample drop-offs so teams never lose track of hot opportunities.
Give management a pipeline dashboard with conversion bottlenecks, channel contribution, and city-wise demand.
Automation Flow
Customer Self-Service – Product Availability and Order Support
Shoppers ask about SKU availability, pack sizes, nutritional info, and allergen data through WhatsApp, chat widgets, or QR codes in aisles.
AI confirms store inventory, nearby substitutes, and same-day delivery or pickup slots without human intervention.
Customers track service requests like return pickups, refund status, loyalty balance adjustments, and rain-checks through automated updates.
Self-service workflows collect information for escalation such as invoice numbers, payment references, or photos for damaged goods.
Personalized suggestions highlight bundle savings, new private-label launches, and festival hampers to lift basket value.
Multilingual scripts keep communication accessible for neighborhood kirana shoppers and premium hypermarket visitors alike.
Automation Flow
Ticketing System – Store, Customer, and Back-Office Cases
Log billing disputes, product complaints, equipment breakdowns, shrink alerts, and safety issues from any channel into a single case board.
Auto-classify tickets by department and priority so pricing, IT, facilities, or merchandising teams receive only what they must act on.
Attach receipts, CCTV snippets, photos, or shelf reports and keep an auditable trail of every action.
Trigger SLA-driven escalations to area managers when issues stay unresolved beyond agreed timelines.
Provide store dashboards that show open vs closed cases, blockers, and recurring issue categories.
Feed resolved cases into the knowledge base to prevent repeated tickets.
Automation Flow
Contact Center Module – Assisted Service and Outreach
Unify inbound voice, chat, email, and social mentions in one interface with customer context, purchase history, and prior tickets.
Guide agents with AI-recommended responses, scripts for refunds, and regulatory compliance reminders for returns or replacements.
Enable one-click transfers to store managers, delivery partners, or vendor desks with full conversation history.
Automate outbound reminders for membership renewals, preferred slot confirmations, and ageing payment collections.
Monitor adherence, AHT, and sentiment across queues to optimize staffing and training.
Integrate with existing telephony or CCaaS stacks without replacing them.
Automation Flow
Workflow Automation – Store, Warehouse, and HQ Routines
Standardize SOPs for price change approvals, planogram refreshes, end-cap audits, and compliance checklists.
Connect procurement, merchandising, finance, and logistics so that a single inventory request triggers vendor POs, GRN reminders, and put-away alerts.
Automate escalation chains for cold storage deviations, food safety incidents, and near-expiry stock.
Sync with POS, WMS, ERP, and OMS systems using APIs or flat file drops, ensuring no manual re-entry.
Provide live workflow boards where regional managers can reprioritize tasks and reassign owners.
Link workflows to KPIs such as shrink levels, cash variance, and NPS so teams see operational impact.
Automation Flow
Marketing Module – Promotions, Loyalty, and Hyperlocal Pushes
Segment shoppers by recency, frequency, spend, and dietary preferences to trigger relevant campaigns.
Launch store-specific offers, festival bundles, BOGO alerts, or clearance markdowns across SMS, WhatsApp, email, and push notifications in minutes.
Track redemption and uplift in real time to double down on high-performing creatives or channels.
Use AI to recommend next best offers, digital coupons, and influencer collaborations per micro market.
Coordinate sampling drives, cooking demos, and live commerce streams with automated checklist reminders.
Share campaign performance dashboards with category heads and brand partners.
Automation Flow
Knowledge Management – Playbooks and Store Intelligence
Maintain a single searchable repository of SOPs, legal guidelines, vendor SLAs, and promo manuals.
Auto-update FAQs when SKUs change, regulatory norms update, or new service tiers launch.
Provide store teams with bite-sized lessons, micro videos, and troubleshooting trees for POS, cold chain, and planogram issues.
Link knowledge articles to tickets so staff resolve repeat scenarios faster.
Enable version control and acknowledgement tracking for compliance-critical updates.
Push contextual nudges directly inside workflows so teams never operate with stale information.
Automation Flow
Feedback / Survey – Voice of Customer and Store Pulse
Trigger post-visit or delivery surveys via QR, SMS, WhatsApp, or loyalty apps with configurable question banks.
Measure NPS, queue experience, availability perception, and staff courtesy for every store or region.
Collect delivery partner ratings, substitute acceptance, and packaging feedback to refine e-grocery experiences.
Route negative feedback into recovery workflows with coupons, callbacks, or store manager interventions.
Surface trending issues in dashboards so merchandising and operations teams can act before they escalate.
Correlate survey data with ticket volume and workflow performance to identify systemic gaps.
Automation Flow
Vendor Management – Supplier Collaboration and Scorecards
Maintain unified profiles for growers, processed food manufacturers, private label partners, and logistics vendors with contracts and certifications.
Automate RFQs, comparative bids, and negotiation trails while capturing promised vs delivered lead times.
Track OTIF, quality issues, credit notes, and compliance breaches per vendor.
Enable self-service vendor portals for ASN uploads, invoice status, and dispute resolution.
Alert procurement teams about expiring certifications or capacity risks before major festivals or events.
Feed vendor performance insights into assortment planning and automatic reorder rules.
Automation Flow
Procurement / Inventory – Replenishment and Accuracy Control
Predict reorder points using historical sales, weather cues, and marketing calendars to prevent empty shelves.
Generate purchase plans per warehouse and store while balancing shrink, expiry risk, and working capital.
Monitor in-transit loads, GRNs, and put-away completion with proactive alerts.
Automate cycle count scheduling, variance logging, and approval flows for adjustments.
Link store requests to warehouse stock and vendor capacity, reducing manual follow-ups.
Provide planners with what-if scenarios for new store openings, dark stores, or quick commerce expansions.
Personas
Why Every Stakeholder Wins
Purpose-built for supermarket HQ, regional teams, stores, contact centers, and vendors.
Head Office and CXOs
- Get a live command center covering demand, service, procurement, and campaign health.
- Reduce operational leakage with auditable workflows and SLA tracking.
- Scale to new regions or formats without ballooning people cost.
Regional and Store Managers
- See every open task, ticket, and vendor promise for your cluster in one view.
- Coach teams with data-backed insights on queue time, shrink, and planogram adherence.
- Resolve issues faster through automated escalations and playbooks.
Floor, Cash, and Warehouse Teams
- Use chat-based workflows for shift handovers, equipment issues, and maintenance requests.
- Access SOPs, policies, and micro trainings without leaving the aisle.
- Close tickets confidently with AI-suggested next steps and documentation templates.
Customer Support and Contact Center
- Operate with a single source of truth for customer identity, loyalty data, and service history.
- Automate repetitive queries while focusing humans on complex escalations.
- Track SLAs, refunds, and sentiment in real time.
Marketing and CRM Teams
- Launch hyperlocal campaigns backed by inventory confidence.
- Measure uplift and iterate offers based on AI-driven insights.
- Collaborate with store VM teams and category heads without spreadsheets.
IT and Transformation Leaders
- Integrate with POS, ERP, OMS, loyalty, and telephony systems via APIs or secure file drops.
- Layer automation on top of existing stacks without rip-and-replace.
- Maintain governance with detailed logs, access controls, and monitoring.
Formats
Built for Every Grocery Format
Adapt automation blueprints to any store footprint or operating model.
Hypermarkets and Large Format Stores
Coordinate multi-department operations, large assortments, and promotional cadences with full traceability.
Neighborhood Supermarkets and Kirana Chains
Offer enterprise automation to community-focused stores without heavy IT lift.
Quick Commerce Dark Stores
Keep high-velocity warehouses synchronized with demand spikes and rider communication.
Franchise and JV Networks
Provide franchisees with best-practice playbooks, branded campaigns, and compliance guardrails.
Specialty and Gourmet Stores
Handle premium sourcing, curated experiences, and concierge-grade service promises.
Omnichannel Grocery Brands
Connect e-commerce, subscription boxes, and in-store journeys for a consistent shopper experience.
Proof in numbers
Enterprise Grocers on Measurable Impact
Every Store, Vendor, and Campaign in Sync
65%
Faster ticket resolution
40%
Reduction in manual stock follow-ups
30%
Campaign response uplift
100%
Visibility across stores and vendors
Customer voice
“With Converiqo, we see every store issue, vendor delay, and campaign update in one place. Our teams resolve customer complaints in hours instead of days and we have confidence rolling out promotions nationwide without calling every store.”
Ritu Sharma, COO, FreshBaskets Supermarkets
Need-to-know
Supermarket Automation FAQs
Answers for ops leaders, store managers, and CX heads.
How can agentic AI support daily supermarket operations?
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Agentic AI automates customer queries, organizes support tasks, and improves coordination between store teams. It helps supermarkets manage service issues, inventory requests, vendor interactions, and promotional campaigns with greater speed, accuracy, and operational visibility.
What operational challenges do supermarkets face each day?
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Supermarkets struggle with stock discrepancies, vendor delays, long customer queues, repetitive inquiries, and slow issue escalation. Automation helps streamline inventory workflows, reduce bottlenecks, and ensure faster handling of customer complaints and supplier-related tasks.
Can automation improve customer servicing and store experience?
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Yes. Automation categorizes customer issues, assigns priorities, and routes them to relevant store departments. It accelerates service handling for returns, product availability, billing concerns, and loyalty-related queries, improving overall customer satisfaction and reducing support load.
How does AI enhance communication across supermarket teams?
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AI provides automated updates for stock requests, vendor approvals, customer tickets, and workflow progress. Departments stay aligned in real time, reducing delays and confusion across procurement, floor staff, billing, storage, and management teams.
What KPIs should supermarkets track using automation tools?
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Important KPIs include ticket resolution time, inventory turnaround, vendor performance scores, customer complaint patterns, campaign engagement, and workflow efficiency. These metrics help supermarkets optimize operations and deliver a smoother in-store and post-purchase experience.
How does Customer Self-Service improve supermarket customer experience?
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Customer Self-Service allows shoppers to check product availability, track requests, view policies, and access store FAQs anytime. It reduces support queues, minimizes repetitive questions, and provides fast clarity on pricing, loyalty programs, returns, and in-store services.
Why should supermarkets use Converiqo’s Ticketing System?
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Converiqo’s Ticketing System organizes product complaints, billing issues, stock requests, and staff escalations into structured cases. It ensures clear accountability, SLA tracking, and quicker service handling across all store departments and teams.
How does Converiqo’s Marketing Module drive customer engagement?
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The Marketing Module helps supermarkets run targeted promotions, loyalty offers, festival campaigns, and personalized outreach. It segments customers based on behavior and purchase history, improving engagement and increasing footfall or repeat purchases across physical and digital channels.
How does Converiqo support vendor management and procurement workflows?
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Vendor Management centralizes supplier performance, order history, and communication, while Procurement / Inventory tracks stock levels, reorder points, and delivery timelines. Together, they reduce shortages, improve accuracy, and maintain strong vendor relationships with streamlined processes.
How do Converiqo’s workflows and feedback improve supermarket operations?
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Workflow Automation standardizes stock approvals, issue escalations, vendor processes, and store service routines. Combined with Feedback / Survey insights, supermarkets can refine staff performance, improve service quality, and enhance overall customer satisfaction.
Ready to give every store an always-on AI backbone?
Start with one department or one cluster. Converiqo layers on top of your POS, ERP, and telephony stack without a risky overhaul.