Retail & Consumer Goods

Your product lineup is complex.
Your customers expect answers in seconds.

Thousands of products, varying specifications, seasonal peaks. octonomy fully understands your catalog and provides precise product advice, automated ordering processes, and scalable support—all without the need for additional staff.

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Challenges

What that means

If every customer
is advised as if by
your best
product expert.

65%

automated 2nd-level customer service

BORA • Kitchen Technology

96%

Response Accuracy for Complex Product Catalogs

Tolly Group • validated

50%

Less support effort without compromising quality

hepster • InsurTech

<20

Days until first productive use

Time-to-Value • all deployments

The Problem

Complex product lines.
Overwhelmed support teams.

At first glance, the retail and consumer goods sectors seem like a simple support issue. They’re not. Product variety, seasonal spikes in demand, and rising customer expectations are turning manual support into a barrier to growth.

01

Thousands of variations, one question

What size, material, and accessories are right for the job? Product catalogs with hundreds of variants systematically overwhelm generic AI solutions.

02

Peaks Without Proportional Growth

Seasonal peaks double ticket volume. Hiring more employees is not a scalable solution.

03

Orders, Returns, Master Data

Status inquiries, address changes, return requests—across all systems and a daily drain on capacity.

04

Product advice requires context

A good recommendation requires a compatibility assessment, an availability check, and an understanding of the customer’s situation.

How octonomy works

Understand. Respond. Act.

octonomy versteht Ihren Produktkatalog visuell und kontextsensitiv, antwortet mit geprüfter Genauigkeit und schließt Prozesse end-to-end ab.

Understand

octonomy reads product catalogs, compatibility charts, technical data sheets, and visual content in their entirety, including tables, graphics, and structured overviews. Nothing is left out.

Respond

A supervisor agent coordinates specialized AI agents. The response combines product knowledge, real-time availability data from the ERP, and customer data from the CRM. 96 percent accuracy, validated.

Act

octonomy adds items to the shopping cart, initiates returns, updates master data, and creates tickets. The process is completed end-to-end without any employee intervention.

Use Cases

Where octonomy comes into play in retail.

Product Advice

Smart Product Recommendations

Real-time compatibility checks, variant comparisons, and availability checks from the ERP system and catalog.

Ordering Processes

Order Status, Returns, Master Data

Recurring requests are processed fully automatically. Address changes, initiating returns, status inquiries.

Peak-Management

Scaling Without Hiring More Staff

Black Friday, the holiday shopping season, product launches. octonomy automatically scales with volume.

Retailer Consulting

B2B Consulting for Business Partners

Retailers receive immediate answers regarding product assortments, terms, and processes.

After-Sales

Complaints and Warranty Claims

octonomy checks the warranty status in the ERP system, assesses the case, and initiates the appropriate process.

Evidence from real-world practice

BORA – Technology for the Kitchen

BORA • Kitchen Technology • Premium Consumer

65%

automated 2nd-level customer service

  • Complex technical inquiries regarding cooktops

  • Multiple product lines • International markets

  • Integration into the existing system landscape

From Standard Support to Expert Consulting

BORA manufactures kitchen technology that requires explanation, with complex product lines, installation requirements, and technical specifications. Second-level support was the bottleneck: inquiries about compatibility, installation dimensions, and functionality tied up expert resources.

octonomy understands the entire product documentation, including visual content, and answers technical customer inquiries with the precision of an experienced product specialist. Today, 65 percent of second-level support is handled automatically.

“octonomy provides human-quality answers that fully and accurately address even complex product questions. This significantly lightens the load on our team of experts.”

Customer Service, BORA

octonomy Integrations

Integration

octonomy is running
on your systems.

Shopify, SAP, Salesforce Commerce Cloud, Zendesk. octonomy integrates with your existing retail infrastructure. No system change, no vendor lock-in.

Why octonomy

Understanding product catalogs,
not just browsing them.

Standard AI searches for text. octonomy understands context. Compatibility charts, dimensional drawings, structured product overviews with hundreds of columns. The platform reads them in their entirety, just as an experienced product consultant would.

That’s the difference between an answer and a real recommendation.

octonomy 96%
96
Standard-KI (ChatGPT, Copilot) 50%
~50 100%

Validated by Tolly Group • Real customer data

Visual Comprehension of Catalogs

Live ERP Integration

Scaling Without Hiring More Staff

End-to-End Process Resolution

Up and running in less than 20 days

Get started now

Show us your use case.

In 30 minutes, we’ll work together to analyze where octonomy can have the greatest impact in your service business. We’ll get specific—with no obligation.

FAQ

In a multi-agent system, specialized agents make well-informed preliminary decisions that are either implemented directly or seamlessly handed off to your team. In the process, information from multiple systems is systematically consolidated, reconciled, and prioritized based on relevance. In addition, the system automatically locates and evaluates the appropriate documents—whether they are terms and conditions, product brochures, guidelines, or internal instructions—ensuring that every decision is based on a solid foundation.

We use the powerful octonomy Large Language Model, embedded in an architecture that maintains context across multiple interactions, generates technically accurate and comprehensible answers, and can cite sources verbatim upon request.

Yes. Think of an Octo Worker as a virtual top agent that communicates seamlessly with your systems:

  • Integration with CRM (e.g., customer data, contracts, history)
  • Connection to ticketing systems (e.g., Zendesk, ServiceNow)
  • Access to ERP / billing / policy systems
  • Integration with telephony infrastructure (SIP/VoIP, call center software)
  • Use of data platforms (e.g., Snowflake) for analytics and reports

Communication takes place via standardized REST APIs or existing connectors. This makes the Octo Worker an intelligent layer on top of your existing IT—without disrupting your foundation.

The solution is designed to support multiple languages, making it ideal for international customer service teams. It scales flexibly from a few thousand to millions of interactions per month, reliably growing alongside your needs. At the same time, it meets the highest data protection standards: All data processing is conducted in compliance with the GDPR and European regulations, and the hosting options can be tailored precisely to your individual compliance requirements.