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Success Story

AI Retail Analytics: Unlocking insights from POS conversations

Success Story AI in Retail
We used AI to analyze in-store customer conversations and generated actionable insights for sales optimization, customer loyalty, and process improvement.
Client: Anonymous  
Project: AI Retail Analytics

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.

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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.

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Developing the analysis framework

We created a structured framework with 37 targeted questions to systematically evaluate customer conversations.

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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.

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Selecting Pilot Stores & Setting Up Infrastructure

We selected two pilot stores and equipped them with microphones and audio transmission at designated workstations.

4

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.

5

On-Site Briefing & Implementation

We personally trained the staff, implemented the technical setup, and provided ongoing support throughout the project.

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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

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Correlation conversation length and presumed conversion rate

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Percentage distribution of product categories in a month-to-moth comparison

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Employee activity & performance with regard to upselling and cross-selling

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What’s Next? – Turning Insights into Action

The analysis is just the beginning. Based on these insights, targeted initiatives can follow, such as:

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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.

3

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.

Design ohne Titel (6)

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.

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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.

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Your customer conversations are valuable - use them!

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Want to know what your customers really think? Let's turn customer conversations into measurable intelligence with AI.

rpc-simone-hoecherl
Simone Höcherl
Senior Consultant
info@rpc-partners.com