ReplaceAI
Back to all case studies
Customer Support· National Department Store Chain (42 Locations)

Autonomous Loyalty Reward Concierge & Fraud-Protected Point Transfer

How a National Department Store Chain (42 Locations) leveraged ReplaceAI autonomous agents to eliminate manual friction, achieving 92% Autonomous and -38%.

92% Autonomous
Inquiry Resolution
-38%
Call Center Volume
Focused on Sales
Rep Allocation
The Manual Challenge & Bottlenecks

Call center agents spent 40% of their shift doing manual balance lookups and resetting loyalty PINs.

The ReplaceAI Autonomous Architecture

Agent authenticates customer phone via 2FA OTP and provides immediate loyalty wallet ledger overview.

Deployed Agentic Infrastructure:

Multi-Agent Event Ingestion via Oracle Retail POSAutonomous Logic & Verification Gate via Twilio SMSState Synchronization & Ledger Storage via Salesforce Service CloudContinuous 24/7 Health Monitoring & SLA Guarantee
Manual Clerical Slog

Tedious customer phone queue for simple balance check

Autonomous AI Execution

10-second self-service balance lookup via SMS or WhatsApp

Measured Business Impact
  • Achieved 92% Autonomous improvement in core operational responsiveness.
  • Eliminated clerical friction, yielding -38%.
  • Delivered Focused on Sales sustained bottom-line business value.
“Deploying ReplaceAI's autonomous pipeline transformed our operations. We eliminated clerical bottlenecks without adding headcount, and the 92% Autonomous impact speaks for itself.”
Nour El-Din Mansi
Customer Loyalty Lead

Ready to deploy this automation in your company?

Calculate your net monthly payroll savings and request a custom video walkthrough on your own data.

Calculate ROI & Request Demo