Semarize
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SolutionRetail

Customer intelligence from
every retail interaction

Sales conversations, support calls, returns discussions, and live chat interactions contain signals that drive CX decisions. Semarize extracts structured data from every channel - for merchandising, CX, and operations teams.

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Industry challenges

Retail conversations are
high-volume and multi-channel

Retail and ecommerce businesses handle customer interactions across phone, chat, email, and social. Extracting consistent signals at this volume requires automation.

Multi-channel fragmentation

Customer conversations happen across phone, live chat, email, and social. Signals are scattered, making it impossible to build a unified view of customer sentiment.

Return reasons are unstructured

Returns and complaints contain product feedback, sizing issues, and quality concerns. This data stays in free-text notes, invisible to product and merchandising teams.

Agent upsell effectiveness is unmeasured

Sales and support agents have upsell and cross-sell opportunities on every interaction. Without structured evaluation, effectiveness varies and goes untracked.

Seasonal scaling strains QA

Peak seasons bring temporary agents and increased volume. QA teams can't scale review capacity to match, leaving quality gaps during critical periods.

Use cases

Key use cases for
retail & ecommerce

Retail teams use Semarize to extract structured signals from customer interactions across every channel and touchpoint.

QA & Compliance

Automate QA across 100% of interactions - calls, chats, and emails. Maintain quality standards even during peak seasonal volume.

Customer Success

Detect satisfaction signals, churn risk, and loyalty indicators from every customer interaction. Build CX scores from conversation data.

Sales Coaching

Score agents on upsell technique, product knowledge, and customer engagement. Coach with structured data, not random call reviews.

Data Science

Feed structured interaction data into your analytics platform. Correlate conversation signals with CSAT, NPS, return rates, and CLV.

How Semarize fits

Semarize connects to
your retail tech stack

Works with any CX platform, helpdesk, and analytics tool. Structured signals flow into the systems your retail team already uses.

Omnichannel processing

Evaluate conversations from Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, or any platform. Same structured output regardless of channel.

CX analytics feeds

Push structured interaction signals to Qualtrics, Medallia, or your CX platform. Correlate with NPS, CSAT, and customer journey data.

Product feedback extraction

Extract structured product mentions, sizing feedback, and quality complaints from support interactions. Feed merchandising and product teams.

Seasonal scaling

API-based evaluation scales with your volume. Process 10x interactions during peak season with the same quality and consistency.

Bricks & Kits

Example Bricks for
retail

Industry-specific Bricks evaluate the dimensions that matter for retail & ecommerce companies. Bundle them into Kits to create reusable evaluation frameworks.

product_complaint
string_list

Product quality or design complaints identified

→ ["sizing runs small", "zipper feels weak"]
return_reason
string_list

Return or exchange reasons identified

→ ["colour different from website", "arrived too late"]
upsell_attempted
boolean

Agent made an appropriate upsell or cross-sell offer

→ true
customer_satisfaction
score 0–100

Customer satisfaction level expressed in interaction

→ 65
loyalty_signal
boolean

Customer expressed repeat purchase intent or brand loyalty

→ true
resolution_quality
score 0–100

Quality of issue resolution provided

→ 82

Retail CX Evaluation Kit

kit

Comprehensive customer experience signals from every interaction.

customer_satisfactionscore
resolution_qualityscore
upsell_attemptedboolean
product_complaintstring_list
loyalty_signalboolean

Output

Structured signals, not summaries

Every evaluation returns deterministic JSON with typed values, reasons, and evidence spans. Same schema every time.

Retail CX evaluation
{
  "run_id": "run_stu901",
  "status": "succeeded",
  "output": {
    "bricks": {
      "product_complaint": {
        "value": ["sizing runs small", "colour looks darker in person"],
        "confidence": 0.92,
        "reason": "Customer raised multiple product complaints during the interaction",
        "evidence": ["...the medium was way too tight...", "...the colour looks darker than the website photos..."]
      },
      "resolution_quality": {
        "value": 82,
        "confidence": 0.86,
        "reason": "Agent offered exchange and expedited shipping",
        "evidence": ["...I'll send the correct size with express delivery at no charge..."]
      },
      "loyalty_signal": {
        "value": true,
        "confidence": 0.83,
        "reason": "Customer expressed intent to continue shopping",
        "evidence": ["...I love your products usually, this was just a one-off..."]
      }
    }
  }
}

Understand every customer.
Across every channel.

Extract structured signals from sales, support, and returns conversations. CX intelligence that scales with your business.

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