Have you considered that each customer interaction presents an opportunity to drive increased revenue and enhance the overall shopping experience? Retailers are looking for smarter ways to increase revenue without compromising customer experience. Microsoft Dynamics 365 Commerce introduces a transformative feature for retailers called the Point of Sale (POS) Upsell Agent. Let’s uncover what the POS Upsell Agent is, how it works, and how it may help expand your sales.
What Is the POS Upsell Agent?
Embedded within the Microsoft Dynamics 365 POS system, the POS Upsell Agent is an intelligent recommendation engine. Its basic function is to suggest complementary products or services during checkout, leveraging artificial intelligence (AI)-driven insights and historical customer data. By transforming routine transactions into more personalized experiences, the POS Upsell Agent can help increase average basket size and elevate customer satisfaction.
How Does the POS Upsell Agent Work?
- Monitors Active Discounts: The agent continuously scans all enabled promotions, including simple, quantity-based, threshold, and mix-and-match offers. The agent then suggests available offers or shows what’s needed to earn a discount.
- Cart Comparison: It reviews the customer’s current cart to determine proximity to qualifying for additional savings.
- Leverages Purchase History: For returning customers, the agent references past sales data to recommend relevant products.
- Delivers Real-Time Alerts:
- In-Store Scenario: Associates receive a pop-up with an upsell script, enabling them to inform customers of potential savings.
- E-Commerce Scenario: Customers see notifications before checkout, suggesting additional items to unlock discounts.
Example: If a customer is one item away from a “Buy 3, Get 10% Off” promotion, the agent prompts the associate or customer with a relevant suggestion, helping to make the experience seamless and natural.
Intelligent & Flexible Recommendations
The POS Upsell Agent’s recommendations are context-aware. This means it considers factors such as high-volume items, available inventory, and slow-moving products. The agent can also be deployed at self-service kiosks, allowing customers to easily add suggested products to their cart with a single click.
Common Use Cases
- Quantity Discount: “Buy 3, get 10% off.” If a customer has two items, the agent recommends adding one more.
- Threshold Discount: “Spend $100, get 15% off.” If the cart totals $80, the agent suggests products to reach the threshold.
- Mix & Match Discount: “Buy 6 for $20.” If a customer has half the required items for a bundle, the agent recommends completing the set for savings.
How Can the POS Upsell Agent Add Value?
- Increase Average Order Value: Intelligent upselling has the potential to drive higher revenue per transaction.
- Enhance Customer Experience: Customers appreciate being informed about savings opportunities in a timely, relevant manner. No one wants to miss a sale!
- Empower Store Associates: Associates receive actionable scripts and recommendations, making upselling more natural and effective.
The POS Upsell Agent offers a built-in tool for intelligent, real-time upsell suggestions, providing retailers with an efficient way to improve transactions.
The Agentic Process Flow
What Are the Benefits for Retailers?
- Boost Average Transaction Value: Suggesting complementary products can increase revenue per customer.
- Enhance Customer Experience: Personalized recommendations help make shopping more engaging and convenient.
- Empower Associates: Actionable insights and scripts can help employees navigate upselling and improve the sales experience for customers.
Where to Start?
- Start With High-Margin Products: Focus on items that deliver the most value, such as private label brands or various accessory options.
- Train Associates: Equip staff with training on and practice opportunities for naturally presenting upsell suggestions.
- Monitor & Optimize: Use analytics to track performance and refine strategies for your store over time.
How Forvis Mazars Can Assist With the POS Upsell Agent
Are you ready to unlock new revenue opportunities and elevate your customer experience? Connect with our team to discuss how the POS Upsell Agent in Microsoft Dynamics 365 Commerce can help support your retail strategy. As a certified and award-winning Microsoft Partner, we can help you translate these technologies into measurable business outcomes. Contact us to start a conversation with our consultants and discuss tailored solutions for your business.