Manhattan Associates has announced new enhancements to its Manhattan Active Omni platform, focusing on adding Agentic AI capabilities to improve customer service and operational efficiency across retail and eCommerce environments.
The expanded features of Manhattan Active Omni include updates to Manhattan Active Maven, the solution designed to handle customer service enquiries through chat and email. The new capabilities allow Maven to now process customer requests such as order edits, invoice requests, returns, and digital products more rapidly and accurately, and support has been extended to over 30 languages.
The platform's enhancements are intended to transform how retailers manage high volumes of customer engagement and fulfilment tasks at scale. The addition of a Customer Service Insights dashboard within the Contact Centre function allows retailers to monitor their service performance and benchmark results against others in the industry. The use of Agentic AI in these dashboards can also help detect and highlight trending issues before they become more significant.
"Retailers today are managing increasingly complex customer journeys and growing service expectations," said Raghav Sibal, Managing Director for Australia and New Zealand at Manhattan Associates. "Our latest release focuses on using Agentic AI to bridge those gaps in real time, whether it's anticipating order changes, identifying support trends, or enabling frictionless in-store payments. We're giving retailers the tools to act faster and deliver smarter customer service."
In physical retail settings, Manhattan's mobile Point of Sale (POS) has received an update to enable Tap to Pay using iPhone devices. This change eliminates the need for additional payment hardware and gives staff the flexibility to finalise transactions anywhere within the store, potentially improving the speed and convenience for both staff and customers.
Additional improvements to the retail platform include support for more granular item-level promotions, new filters in catalogues to improve product discovery, and enhanced functionality for flagging items that require customer alerts or age verification. These updates are designed to streamline the service process and contribute towards improving the customer's overall experience with the retailer's brand.
Sibal commented further on the focus of the latest release, stating, "In retail and logistics, speed without visibility is a liability. This latest release focuses on bridging those two requirements in real time. We're giving retailers the online and in-store tools to respond faster and operate smarter."
The integration of advanced AI across these solutions aligns with industry trends, as retailers seek to manage increasingly complex operations while maintaining high service standards. The ability to analyse customer service data proactively and resolve enquiries efficiently has become central to retailer strategies in both digital and physical commerce contexts.
With these platform enhancements, Manhattan Associates aims to address the evolving demands faced by retailers and eCommerce operators, providing tools that cater to increasingly multichannel and multilingual customer expectations. The AI features are positioned as a means for retailers to meet rising standards in customer communication, operational speed and service measurement.
The updates are now available within the Manhattan Active Omni platform, with retail clients able to leverage the new functionality as they refine digital and in-store engagement strategies.