Manhattan Active Omni adds advanced AI to boost retail services
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.
Follow us on:
Share on:
Hashtags
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Otago Daily Times
2 days ago
- Otago Daily Times
Quake-damaged hotel to become five-star Sheraton
By Adam Burns of RNZ A Christchurch hotel building that has sat empty in the central city since the earthquakes will soon become a five-star Sheraton hotel as a result of a $150 million rebuild. Mainland Capital and Russell Property Group have struck a deal with global hotel giant Marriott International to develop the former Rydges Hotel on Oxford Terrace. First established as Noahs in the 1970s, the building was badly damaged in the 2011 earthquake. Plans to restore the building stalled because of a long-standing legal dispute between building owners and insurers that ended up in the Supreme Court. Mainland Capital director Ben Bridge told RNZ the Sheraton hotel plans were a major milestone for the city's post-quake recovery. "This has been a building that's been a bit of a blight on the landscape for the 15 years since the earthquake. It's been identified by the council and the public as something they would like to see resolved. "To be able to bring that to fruition with our partners, I think it's a pretty significant step for solving one of the problematic sites in the city." The 14-storey building would include 240 rooms or suites, a restaurant, a rooftop bar, event spaces and a gym when it opened in mid-2027. The original building was established before the 1974 Christchurch Commonwealth Games and has had a number of high-profile guests over the years, including the Shah of Persia, Princess Diana, King Charles and Sir Elton John. "It has a long 50-year history and I think that's what's really engaged the public," Bridge said. "I think there's a really strong support for it from the public to have something done. If that could be the restoration of what was quite an iconic hotel in its day then all the better." An under-supply of hotels in Christchurch had also been identified during planning talks. Bridge said an opportunity was identified by virtue of the neighbouring Te Pae Convention Centre having its busiest period during the slower winter months for the hospitality sector. He said opening of One New Zealand Stadium and Parakiore Recreation and Sport Centre were also factors around forecast increases in accommodation demand. "We've been waiting a long time to see that a hotel would come out of the ground in Christchurch. To be able to do this and hopefully set the bar relatively high, we hope others will follow," he said. Te Pae general manager Ross Steele said the hotel would be "a game changer". "[The convention centre] has led the way for New Zealand's re-entry into the international convention market, this five star Sheraton hotel, opening in 2027, will take us to the next level."
Otago Daily Times
3 days ago
- Otago Daily Times
Quake-damaged Christchurch hotel to become five-star Sheraton
By Adam Burns of RNZ A Christchurch hotel building that has sat empty in the central city since the earthquakes will soon become a five-star Sheraton hotel as a result of a $150 million rebuild. Mainland Capital and Russell Property Group have struck a deal with global hotel giant Marriott International to develop the former Rydges Hotel on Oxford Terrace. First established as Noahs in the 1970s, the building was badly damaged in the 2011 earthquake. Plans to restore the building stalled because of a long-standing legal dispute between building owners and insurers that ended up in the Supreme Court. Mainland Capital director Ben Bridge told RNZ the Sheraton hotel plans were a major milestone for the city's post-quake recovery. "This has been a building that's been a bit of a blight on the landscape for the 15 years since the earthquake. It's been identified by the council and the public as something they would like to see resolved. "To be able to bring that to fruition with our partners, I think it's a pretty significant step for solving one of the problematic sites in the city." The 14-storey building would include 240 rooms or suites, a restaurant, a rooftop bar, event spaces and a gym when it opened in mid-2027. The original building was established before the 1974 Christchurch Commonwealth Games and has had a number of high-profile guests over the years, including the Shah of Persia, Princess Diana, King Charles and Sir Elton John. "It has a long 50-year history and I think that's what's really engaged the public," Bridge said. "I think there's a really strong support for it from the public to have something done. If that could be the restoration of what was quite an iconic hotel in its day then all the better." An under-supply of hotels in Christchurch had also been identified during planning talks. Bridge said an opportunity was identified by virtue of the neighbouring Te Pae Convention Centre having its busiest period during the slower winter months for the hospitality sector. He said opening of One New Zealand Stadium and Parakiore Recreation and Sport Centre were also factors around forecast increases in accommodation demand. "We've been waiting a long time to see that a hotel would come out of the ground in Christchurch. To be able to do this and hopefully set the bar relatively high, we hope others will follow," he said. Te Pae general manager Ross Steele said the hotel would be "a game changer". "[The convention centre] has led the way for New Zealand's re-entry into the international convention market, this five star Sheraton hotel, opening in 2027, will take us to the next level."
NZ Herald
07-08-2025
- NZ Herald
Apple pledges $1 trillion US investment, boosts domestic supply chain
Apple chief Tim Cook appeared at the White House to announce the tech giant's US$600b commitment to domestic manufacturing. Photo / Getty Images Listening to articles is free for open-access content—explore other articles or learn more about text-to-speech. Apple chief Tim Cook appeared at the White House to announce the tech giant's US$600b commitment to domestic manufacturing. Photo / Getty Images Apple will invest an additional US$100 billion ($168b) in the United States, taking its total pledge to US$600b ($1 trillion) over the next four years, says US President Donald Trump. Trump announced the increased commitment at the White House alongside the tech giant's chief executive, Tim Cook, calling it 'the largest investment Apple has made in America'. 'Apple will massively increase spending on its domestic supply chain,' Trump added, highlighting a new production facility for the glass used to make iPhone screens in Kentucky. In February, Apple said it would spend more than US$500b in the US and hire 20,000 people, with Trump quickly taking credit for the decision. It builds on plans announced in 2021, when the company founded by Steve Jobs said it would invest US$430b in the country and add 20,000 jobs over the next five years.
