x-hoppers, the retail communications platform, has launched its agentic AI solution, embedded in a wireless headset, giving retail staff the ability to report issues and instantly access information without leaving the shop floor.
The agentic AI listens, interprets intent, and takes immediate action based on spoken requests. Whether flagging a restock, reporting a theft or pulling up personalised promotions and customer information, retail staff can complete tasks directly through their headsets without screens or manual escalations.
“Brick-and-mortar retail depends on fast decisions, clear communication and seamless service. Our agentic AI amplifies that impact across every level by compounding the entire experience. From frontline staff using their voice to take instant action, to back office teams gaining real-time insights, to customers receiving faster, more personalised service, every layer benefits.”
Graham Dixon, CTO, x-hoppers
British supermarket chain Heron Foods is among the first to adopt the system, now live in 25 stores. Staff use x-hoppers to troubleshoot checkout issues, log tickets automatically, detect theft through AI-enabled computer vision and manage daily tasks in real-time.
“After a successful proof-of-concept, around 25 stores now use the technology, with every new and refurbished store adopting it. The headsets extend functionality beyond our previous solution, improve team collaboration on the floor, enhance customer experience with prompt service and increase colleagues’ sense of safety on the shop floor.”
Jon Newson, Head of Information Technology, Heron Foods
Agentic AI represents a shift from reactive automation to autonomous execution with Gartner anticipating it could resolve 80% of common customer service issues by 2029, reducing operational costs by up to 30%.
Retail Rewired 
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