A Retail Tech Service Leader Increased Productivity By 40% With AI Knowledge Assistance
The Client
A U.S.-based retail technology provider delivers end-to-end POS and back-office solutions purpose-built to streamline store operations and drive efficiency. Their platform supports modern retail experiences across diverse formats and touchpoints, helping retailers optimize workflows, improve visibility, and adapt quickly to evolving customer expectations.
Key Challenges
The client struggled with complex support and hard-to-reach knowledge resources:
- High ticket volumes: Surge in POS troubleshooting and support requests overwhelmed existing teams.
- Onboarding & configuration hurdles: Frequent setup and deployment queries slowed down store rollouts.
- Escalating support costs: Manual case handling drove up operational expenses as volumes grew.
- Search & navigation gaps: Knowledge base lacked advanced search and filtering, reducing self-service adoption.
- Fragmented knowledge center: Key articles and troubleshooting guides were hard to find, lowering resolution speed.
Our Solution
To keep pace with growing support demands, AI was embedded across ECI, email, and in-app support systems, enabling:
- Always-on coverage: 24/7 assistance for POS, back-office, and store operations teams.
- Frictionless onboarding: Faster resolution of setup, integration, and configuration queries to accelerate store rollouts.
- Critical issue handling: Intelligent routing of compliance, payment, and store-impacting cases to the right specialists.
- In-context guidance: AI-powered responses enriched by custom search and a seamlessly integrated knowledge center.
ROI-Driven Results in 90 Days
Routine Queries Resolved Automatically
Average Hours Saved per IT Agent per Week
Cost per Tier-1 Ticket Resolution
Store Uptime
The Process
Feedback-driven learning
AI improved continuously from live store team interactions.
Automated onboarding & compliance
Routine setup and compliance queries resolved instantly.
Knowledge base intelligence
Custom hub built from past tickets, SOPs, and playbooks.
Seamless system integration
Connected with POS, back-office, and helpdesk via no-code setup.
The Results
By deploying Auralis AI, the organization eliminated common support bottlenecks and created a faster, more reliable way to assist retail teams.
- Routine troubleshooting was automated, reducing reliance on manual intervention
- Onboarding and configuration processes became smoother, accelerating store rollouts
- A centralized knowledge hub made critical resources easier to access
- Escalations were streamlined so that high-priority issues reached the right specialists faster
- Teams gained back significant time to focus on complex cases and business growth
Client Testimonial
The knowledge center built with Auralis has been a game changer. It now handles hundreds of daily queries without agent input, saving our team over 15 hours a week. We’re faster, more consistent, and finally able to focus on solving the bigger issues that really move the needle
The Auralis Difference
See how Auralis deploys custom AI agents in days, not months.