Thursday, January 15, 2026
Narvar, widely recognized for delivering intelligent personalization beyond the point of purchase, has announced the launch of NAVI, an agentic post-purchase assistant built to help retailers automatically manage delivery issues, returns, refunds, and exchanges while safeguarding profit margins, business policies, and brand trust. Narvar plans to officially showcase NAVI at NRF 2026: Retail’s Big Show, taking place from January 11 to 13 in New York City, where attendees can experience the solution at the Narvar Lounge in the Crystal Palace Lounge on Level 3.
NAVI represents Narvar’s vision for how agentic AI can transform post-purchase operations by applying real-time intelligence and autonomy across the entire customer journey. Rather than relying on manual workflows or rigid automation, NAVI operates with contextual awareness, enabling retailers to resolve customer issues faster and with fewer human interventions. As retail complexity continues to increase, agentic systems like NAVI offer a path toward scalable automation that adapts to each situation while staying aligned with business rules.
“With NAVI, we are leading how agentic AI can be applied to post-purchase so more issues can be resolved with greater autonomy, guided by retailer policies and real-time context,” said Anisa Kumar, CEO of Narvar. “Today, that complexity is intensifying with tariffs putting new pressure on margins, returns continuing to grow, and service teams managing more exceptions than ever before. These are not problems traditional tools were designed to solve and retailers need a new approach. With NAVI, we are applying agentic AI to post-purchase so issues can be resolved autonomously, within retailer policies, and in a way that protects both profitability and trust.”
At its core, NAVI leverages IRIS™, Narvar’s intelligence layer that analyzes identity signals, policy frameworks, and real-time behavioral data to determine the most appropriate action for each customer interaction. This intelligence engine draws insights from more than 74 billion consumer touchpoints and over 2 billion shipped parcels, collected across a decade of post-purchase activity. As a result, NAVI can recommend or execute resolutions that balance customer satisfaction with operational efficiency and financial performance.
In practical terms, this means NAVI can assess delivery delays, damaged shipments, or return requests and then decide the best course of action based on retailer-defined policies and customer history. Instead of routing every case to customer service agents, the assistant can autonomously approve refunds, initiate replacements, or guide customers through exchanges, reducing response times and lowering service costs. Meanwhile, retailers maintain control over how decisions are made through embedded business rules and brand safeguards.
Furthermore, NAVI aligns with broader industry trends toward autonomous retail operations, where AI systems do more than provide insights—they take action. By embedding decision-making into post-purchase workflows, retailers can shift service teams away from repetitive tasks and toward more complex, high-value customer interactions. This approach also helps organizations scale support during peak seasons without dramatically increasing headcount.
From a strategic perspective, NAVI supports margin protection at a time when retailers face growing pressures from tariffs, logistics costs, and rising return rates. By using intelligence to choose the most cost-effective resolution path, the platform helps retailers avoid unnecessary losses while still delivering positive customer experiences. In addition, consistent policy enforcement ensures fairness and reduces the risk of abuse or operational inconsistencies.
Overall, with NAVI, Narvar moves beyond traditional post-purchase tracking and support tools and introduces a more autonomous, intelligent model for customer experience management. By combining large-scale data, real-time context, and policy-aware automation, NAVI positions retailers to handle growing service demands while maintaining trust, efficiency, and profitability in an increasingly complex retail environment.
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