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What happens after a customer clicks the “buy” button on an ecommerce website?

It’s a domain known as post-purchase, and it’s often one of the costliest and most impactful aspects of operations for retailers. Post-purchase activities include figuring out delivery, customer retention and, if needed, returns. Among the pioneers in the space is Narvar which counts more than 1,500 global retailers, including big brands like Gap, Levis and Sonos among its customers. Across all its various customer touch points, Narvar collects information from more than 42 billion consumer interactions.

Narvar today is expanding its services’ intelligence with a new AI-powered platform it calls IRIS (Intelligent Retail Insights Service). IRIS combines data, AI and analytics in a highly-optimized platform. The goal is to help retailers combat fraud, optimize delivery promises, streamline returns and create more personalized customer experiences. Among the first services IRIS enables is the AI-powered Narvar Assist, which is designed to automate claims management and help reduce delivery claims fraud.

Early results from a cohort of 20 retailers show dramatic improvements: An 80% reduction in fraud-related inquiries and a 25% decrease in appeasements, or the compensation retailers provide for shipping-related issues. 

“We’re not just solving problems; we’re transforming what has traditionally been a cost center into a strategic advantage for retailers,” Anisa Kumar, Narvar’s CEO, told VentureBeat in an exclusive interview....