How are retailers using AI voice agents to transform the customer experience?

This week, at the Maison & Objet trade show, the retail and design worlds are coming together to reflect on the future of commerce, customer experience, and human relationships in an increasingly digital context. One of the most concrete topics is voice-based artificial intelligence, specifically AI voice agents.

As brands seek to improve customer satisfaction, reduce operating costs, and respond to demand in real time, these AI voice agents are proving to be a powerful strategic lever. Unlike older, rigid systems, they are able to understand, converse naturally, and act directly within business tools—from CRM to order-taking platforms—without human intervention.

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A real revolution for retail

In the retail sector, customer interactions aren't limited to online shopping carts or physical storefronts: a significant portion takes place over the phone. Questions about delivery, order changes, store visits, complaints... Every minute someone spends waiting on the phone is a missed opportunity.

AI voice agents now make it possible to automate these interactions 24/7, automatically resolving a large proportion of simple or recurring calls and transferring only complex cases to your teams. This type of solution significantly reduces wait times and customer service costs, while increasing satisfaction.

In many companies, voice AI is integrated into the retail chain to:

• respond to requests about order status or returns,
• automate the collection of customer information,
• guide customers to relevant offers or services,
• and even offer contextualized recommendations or promotions.

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Chronodrive: a concrete example of impact

Chronodrive, a subsidiary of Auchan specializing in drive-through distribution, perfectly illustrates what these AI voice agents can actually do.

Charlotte Peutin, Director of Marketing and Customer Experience at Chronodrive, explains that field staff—often young and versatile—were facing a very high volume of calls, especially during peak activity on Saturdays. Customers were calling to report delays, changes in pickup personnel, or questions about their orders.

Chronodrive therefore decided to use Volubile.ai to automate the handling of these recurring calls. From the bidding phase onwards, it was the agent's ability to ramp up—particularly through training—that made the difference. Less than four months after launch, the voice agent is operational at several sites, with very positive results in managing peak activity.

Today, thanks to Volubile, a large proportion of simple requests are handled directly by the AI agent, freeing up time for teams in the field and improving the overall quality of customer service.

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Why this change is strategic

Retail is no longer just about price or products: it's a race for experience. And in a world where customer expectations are shifting toward greater speed, availability, and personalization, technologies such as AI voice agents are no longer a luxury, but a necessity.

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Ultimately, Volubile offers all retailers:

• Intelligent call automation = less time wasted, more conversions.
• AI voice agents integrated into business systems = more consistent interactions, enriched customer data.
• 24/7 availability = no customer request left unanswered.
• Enhanced customer experience = long-term loyalty and revenue.