How Embedded Agentic AI Is Transforming Retail Operations, Security and Customer Experience

x-hoppers Launches Embedded Agentic AI to Boost Retail Operations

x-hoppers, the AI-powered retail communications platform from Wildix, has introduced a fully embedded agentic AI suite now active across all deployments. This system is built to streamline store operations, reduce theft, and improve customer service by enabling retail teams to act instantly and hands-free, without switching screens or using manual tools.

Agentic AI: Instant, Hands-Free Assistance for Retail Teams

The new agentic AI is modular, autonomous, and fully GDPR-compliant. It listens to voice commands, understands intent, and acts immediately. Whether it's reporting low stock, flagging theft, or pulling up personalized promotions, staff can complete essential tasks directly through wireless headsets.

Graham Dixon, x-hoppers CTO, highlights that brick-and-mortar retail thrives on quick decisions and clear communication. This AI system enhances every layer of the retail experience—from frontline staff taking voice-activated actions to back-office teams gaining real-time insights and customers enjoying faster, tailored service.

Retailers can customize workflows with a no-code configuration studio, making deployment scalable and adaptable to specific store needs.

Real-Time Intelligence for Improved Retail Efficiency

Agentic AI moves beyond reactive automation to autonomous execution. Gartner predicts that by 2029, agentic AI could resolve 80% of common customer service issues, cutting operational costs by up to 30%. Embedded in wireless headsets, x-hoppers’ AI enables staff to trigger workflows such as:

• Flagging low stock while scanning items, automatically starting replenishment
• Reporting theft or safety incidents via voice with automatic escalation and alert logging
• Accessing real-time promotions based on inventory and customer loyalty data
• Managing HR and operations hands-free, from clock-ins to task tracking
• Using customer context from loyalty programs or app IDs to personalize service

Connecting Online and In-Store Customer Journeys

x-hoppers enhances omnichannel experiences through a retail-specific AI assistant that links digital and physical touchpoints. Staff can retrieve customer purchase history and preferences by voice without leaving the sales floor or escalating requests. Online behavioral data, such as product interest or cart activity, can inform in-store engagement when connected to a known customer profile.

This voice-enabled access to operational, HR, and customer workflows helps retail teams resolve issues immediately, ensuring seamless handoffs and consistent service across all channels.

Proven Results in Retail Environments

Heron Foods, a British supermarket chain, is among the first to implement x-hoppers’ system. It’s currently live in 25 stores and expanding across new and refurbished locations. Staff use it to troubleshoot checkout issues, log tickets automatically, detect theft with AI-powered computer vision, and manage daily tasks without manager escalation.

Jon Newson, Head of IT at Heron Foods, notes that x-hoppers extends functionality beyond their previous solutions. It improves team collaboration, enhances customer service responsiveness, and increases staff safety on the shop floor.

Privacy and Compliance Built In

Privacy is central to x-hoppers’ AI design. It offers full GDPR compliance with no biometric tracking. The transcription engine operates independently of large language models, and the no-code modular workflows can be customized per store. This scalable platform supports collaboration from store floors to headquarters, improving response times and empowering retail staff with effective tools.

About x-hoppers

Launched in 2024 across the UK, US, France, and Germany, x-hoppers is an AI-powered retail communication platform focused on improving store operations, security, and customer experience. It integrates wireless headsets, smart call points, and AI-driven theft detection to optimize in-store communication and reduce shrinkage.

Trusted by retailers including Holland & Barrett, Heron Foods, House of Spells, and Tenby Stores, x-hoppers meets the increasing demand for smarter, AI-driven in-store connectivity and security.