AI Retail Analytics: Unlocking insights from POS conversations
In-store customer conversations are a valuable yet often untapped source of insight. While call center analytics are well established, face-to-face interactions in physical retail environments often remain a black box. With our AI-powered, privacy-compliant approach, we make these conversations systematically analyzable for the first time unlocking new potential for retailers looking to enhance their customer experience and capitalize on sales opportunities.
The challenge
What really happens during in-store customer conversations?
Many retail companies face the challenge of gaining actionable insights from face-to-face customer interactions. There's a lack of structured data to understand how consultations perform, where sales opportunities lie, and why certain offers are declined.
- Why was an upsell opportunity missed?
- What truly matters to our customers?
- How effective is our in-store consultation?
Retailers ask these questions all the time, but often lack the data to answer them. Our mission: Making these conversations visible and analyzable in a privacy-compliant and practical way.
Approach in detail
We developed an innovative, AI-powered setup for a client that enables the analysis of customer conversations in physical retail environments – fast, efficient, and fully compliant with the EU AI Act and data protection regulations.
Developing the analysis framework
We created a structured framework with 37 targeted questions to systematically evaluate customer conversations.
Designing a privacy-compliant setup
We developed a process fully aligned with GDPR and the EU AI Act:
We transcribed conversations, anonymized the data immediately, informed customers via visual notices, obtained verbal consent through staff.
Selecting Pilot Stores & Setting Up Infrastructure
We selected two pilot stores and equipped them with microphones and audio transmission at designated workstations.
Building a Custom Transcription Web Tool
We developed a user-friendly tool featuring individual access for employees, reminder functions and Q&A support, as well as direct processing and anonymization of transcripts.
On-Site Briefing & Implementation
We personally trained the staff, implemented the technical setup, and provided ongoing support throughout the project.
AI-Based Analysis & Reporting
We analyzed the transcripts using AI focusing on volume, conversation types, conversion metrics, and custom questions.
The result: clear insights from real customer interactions
The AI-driven analysis delivered valuable insights. Here is an excerpt:
Connection between conversation clusters and concerns
Correlation conversation length and presumed conversion rate
Percentage distribution of product categories in a month-to-moth comparison
Employee activity & performance with regard to upselling and cross-selling
What’s Next? – Turning Insights into Action
The analysis is just the beginning. Based on these insights, targeted initiatives can follow, such as:
rpc Performance Booster
We help OEMs and dealerships optimize sales, aftersales, and cost structures. From sales coaching to service efficiency, our programs offer hands-on solutions for today’s challenges.
Customer Service & After Sales Optimization
We offer a comprehensive suite of Customer Service & After Sales Optimization services designed to enhance customer satisfaction, drive loyalty, and boost your performance.
Optimization of Physical Retail Spaces
From shop-in-shop to display design and format strategy, we design physical retail experiences that bring brands to life, improve processes, deliver WOW moments and resonate with customers.
CX Optimization at POS
rpc analyzes physical customer touchpoints along the journey – from first impression to final interaction. Based on real conversation insights, we develop strategies to improve consultation, atmosphere, and in-store processes.
Why rpc is the right partner
We are experts in Retail, Customer Experience, AI, and Rollout Management. Our strength lies in combining technology with practical know-how and deep industry expertise. “Retail” is part of our name for a reason: We understand the challenges and opportunities of physical retail environments.
