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No downtime in store. No queue on the phone.

Resilient connectivity across every store, and AI Voice Agents that resolve warranty claims, order updates and returns on the call, so your team can focus on the customers in front of them.

Talk to our Retail teamSee the AI agent demo
Illustration of a high-street retail store with a striped awning, a click-and-collect locker, and a delivery van unloading parcels at the kerb

Retail doesn’t get downtime.

A dropped connection stalls card payments. A missed call is a lost order. A returns query stuck in a phone queue is a customer who doesn’t come back.

 

Card payments stall when the connection drops

When store WiFi or broadband goes down, tills and card terminals go with it. Queues build at the counter, customers walk out, and the sale goes to the shop next door.

Shop assistant struggling to take a card payment during a store connectivity outage

Your calls, handled, not queued

Order status, returns, warranty claims, store hours and stock checks: high-volume, rules-based calls that AI Voice Agents complete on the call. No platform migration, and no rip-and-replace of the phone system you already run.

01Warranty claims and returns−

“My kettle stopped working.”

Verifies the purchase, checks warranty status and either approves the claim or books the return, all on the call.

02Order status and delivery updates+

“Where’s my order?”

Pulls live order and courier data and answers one of retail’s highest-volume calls directly, 24/7.

03Proactive delivery and stock alerts+

“Let me know when it’s back in stock.”

Calls the customer first: a delayed delivery, a restock on a waitlisted item, or a click-and-collect order ready to pick up.

04Identity verification+

“I need to change my loyalty account.”

Callers are verified automatically for refunds and account changes, so calls that need a person arrive pre-verified.

05Seasonal surge handling+

“Is my Black Friday order still coming?”

AI Voice Agents absorb the overflow at Black Friday, Christmas and January returns, so your team isn’t buried in repeat queries.

06Every call logged and structured+

“Can you confirm that by email?”

Every call is transcribed, summarised and logged automatically, so head office sees what customers are actually calling about.

 

Hear an AI Voice Agent handle a warranty claim

A recorded demo of an AI Voice Agent handling a warranty claim end-to-end: it verifies the customer, checks the claim and resolves it on the call, with no transfer.

Hear more demos

Customer story

70+ Insomnia stores, connected and trading

  • Recurring Wi-Fi and broadband issues eliminated
  • Faster card payments and reliable loyalty transactions
  • Better staff access to cloud systems

Read the Insomnia case study

“With DigitalWell’s solution, connectivity issues are becoming a thing of the past. Even when issues flare up, these are easily remedied with minimal downtime.”

Conor Ward
Head of IT, Insomnia

How DigitalWell helps Retail

Intelligent Network icon

Intelligent Network

Multi-site connectivity built for retail's realities: card payments, loyalty apps, digital signage, and guest WiFi, all running securely across every store without depending on head office IT.
 
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Smart Workplace

We offer modern solutions to keep store managers, area teams, and head office connected across locations, with one platform rather than a patchwork of phone systems at each site.

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Customer Experience

Contact centre solutions built to handle retail's seasonal spikes: Black Friday, January returns, holiday order queries, without a queue that customers give up on.

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Frequently asked questions

Can AI Voice Agents handle our peak season volumes?

Yes. That’s where they help most. AI Voice Agents take the routine calls at Black Friday, Christmas and January returns, such as order status, returns and delivery updates, so your team isn’t buried in repeat queries during the busiest weeks of the year.

Does DigitalWell process card payments?

No. We provide the secure, resilient connectivity your tills, card terminals and payment systems run on, across every store. Payment processing stays with your existing provider.

Will it work with our order and courier systems?

AI Voice Agents use live data from the systems you already run, which is how they answer order status, delivery and warranty queries on the call. We confirm the integrations with your order management and courier platforms during scoping.

What happens when a call needs a person?

The AI Voice Agent verifies the caller and passes the call to your team, so they start with the conversation, not the security checks.

Can we roll this out across all our stores?

Yes. Connectivity is built for multi-site retail, and Insomnia runs it across 70+ stores. You can start with a pilot group of stores or your contact centre and scale from there.

How do we get started?

Talk to our Retail team. We’ll look at your store connectivity, call volumes and peak-season pressures, and show you where the quickest wins are.

Ready to see this working for your stores?

Get in touch