NUMU CX FRONTLINE — AI Retail Monitoring. We Hear Every Conversation.

The problem

Retail is managed by sampling.
A handful of checks. Thousands of conversations every day.

Between “a customer walks in” and “a customer buys” sits a conversation with an expert. Mystery shoppers record conversations too, but they cover a fraction of a percent of visits. The other 98%+ of the network’s conversations go unheard — and with them, the reasons conversion is being lost.

~2%

Mystery shopping

Covers under 2% of visits, shows up once a month and scores a staged performance, not a real shift. Expensive, slow, subjective.

×3

Expert self-reports

Self-assessment and actual conversation quality diverge by up to 3×. People genuinely cannot hear their own script mistakes.

−30 days

Revenue after the fact

A conversion drop shows up in the P&L a month later, when the cause can no longer be reconstructed. A struggling location loses a whole season in the meantime.

How it works

From a word on the floor —
to a decision at HQ. In minutes.

STEP 01

An audio badge captures the conversation

A lightweight badge on the expert’s uniform and in-store cameras capture every customer interaction. It runs the full shift on a 14-hour battery and syncs over the location’s Wi-Fi or via Bluetooth to a smartphone/tablet.

Badge WS-201 · Sophie K.

● recording · shift 6h 12m

STEP 02

AI transcribes and masks PII

Speech becomes a speaker-split “expert / customer” transcript. Names, phone numbers and card details are masked automatically before anything is written to the database — GDPR-aligned, out of the box.

Hi, I’m ‹name›, looking at a smartphone as a gift for my daughter, budget around $450…

Great choice! What matters more to your daughter — the camera or gaming? There’s a model with a top-tier camera and a trade-in discount.

The camera, probably. How does the trade-in work? My number is ‹phone› — can you price it up?

STEP 03

Quality scoring against your chain’s checklist

Every conversation is scored automatically against your standards: greeting, needs discovery, presentation, upsell, closing. Plus sentiment and outcome.

Conversation #48,210 · AI score9.1

Needs discovery95%

Solution presentation88%

Upsell64%

STEP 04

Coaching and team growth

The platform finds each expert’s growth areas on its own, assembles a personal coaching plan and tracks progress. Managers coach on real conversations, not impressions.

Coaching plan · Sophie K.

Greeting and rapport — locked in

Handling the “too expensive” objection — +18% progress

Accessory upsell — focus of the week · 3 examples from her own conversations

Platform

One workspace.
Your entire retail operation at a glance.

Six modules that turn thousands of hours of conversations into clear decisions — for the chain director, the territory manager and the on-site mentor.

Live Map

3,688 locations across 179 cities on one map: quality, conversion and alerts for every location in real time. A red dot is a reason to call today, not at the end of the quarter.

179 cities · online

Speaker-split transcripts

Every conversation as a readable “customer / expert” thread with timecodes and a synced audio-video player. PII is masked automatically.

Hi, do you do trade-in? My number is ‹phone›.

Of course! Let’s appraise your phone — it takes 5 minutes.

NUMU Search

Search every conversation in the network like a document: “trade-in”, “out of stock”, a competitor’s name. Seven filters — location, city, expert, outcome, sentiment, time, period.

installments1,214 conversations

…the customer asked about a 12-month installment plan, the expert offered one plus an extended warranty…

Retail Pulse

What customers across the network are talking about this week: rising and fading topics, marker words, week-over-week comparison. Demand shows up here before it shows up in procurement reports.

🔥 Trade-in▲ +42%

Out of stock▲ +18%

Holiday gift▼ −11%

Team coaching

Personal growth areas for every expert, development plans and a library of benchmark conversations — from your own network. Mentors arrive at the location with facts, not hunches.

Sophie K. · Grand Mall8.9 ▲

Omar R. · Downtown6.2 ▼

AI briefings for leaders

Every morning, a short network brief: what’s up, what’s down, where to step in. Ask a question in your own words — get an answer with numbers and links to the conversations behind them.

You: why did conversion dip in the south?
AI: 14 southern locations saw more walk-aways over “out of stock” (+31%). The top model sold out 3 days ago — here are 12 conversations…

Sales-floor video analytics

In-store cameras do more than record. AI turns the video stream into sales-floor metrics you cannot get from receipts:

Sales-floor heat maps — where customers linger, and which zones and displays are “dead”

Queues in real time — an alert to the shift mentor when waits run long, plus hour-by-hour peak forecasts

Floor funnel — walked in → approached → conversation → purchase: see exactly where customers drop off

Traffic and footfall — visitor counter, time on the floor, repeat visits, location comparison

Standards and merchandising — on-time opening, planogram compliance, checkout-area tidiness

Video synced to the conversation — a disputed moment can be seen, not just heard

Heat map · Grand Mall · today ● LIVE

EntranceDisplaysFitting roomsCheckout

Checkout queue: 6 people · 4 min 20 s. Alert sent to the shift mentor.

1,214

walked in today

63%

approached by an expert

27%

went on to buy

Product tour · real screens

One morning with the platform —
in 60 seconds

These are not renders — they are live screens from the NUMU CX workspace. What a leader opens every morning instead of a stack of spreadsheets.

app.cx.numuhq.com/dashboard

NUMU CX dashboard: AI morning brief, network KPIs and location rankings

AI morning brief — what happened overnight and where to start the day

Service quality 89% vs. the 85% standard — item by item

Location and team rankings — instantly see who is climbing and who is slipping

The screens are clickable — step through the tour. See the full workspace on your own data in a live demo: request access →

Results

Numbers you see
in the P&L, not in a slide deck.

like-for-like sales growth in year one

upsell and cross-sell growth: accessories, services, extended warranties

approach-conversion lift in the first quarter

service-quality (QoS) lift after AI coaching

customer NPS lift — tracked in regular surveys

employee eNPS lift: objective scoring instead of “it seems to me”

of the mystery-shopping budget saved

faster detection of a struggling location

lower quality-monitoring costs

vs. mystery shopping, sampled call listening and other manual tools — with 100% of conversations covered instead of 1–2%.

The mechanics, by example: 340 locations × 900 visitors × 365 days × +1 pp conversion × $40 average ticket ≈ +$45M revenue a year · run it on your numbers →

All figures are lower-bound values from real NUMU CX client results in their first year on the platform. The exact effect depends on your industry, network size and process maturity — we will show the range for your chain in a demo.

“We used to learn about problems at a location from a monthly mystery-shopping report. Now I see every shift. In one quarter, network conversion rose 4.8 points — that’s millions of dollars in revenue.”

Retail chain director

· 340 locations under NDA

“Coaching stopped being an ‘I think — you think’ argument. We open the transcript, play the moment, break it down. Experts now ask to see their best and worst conversations themselves.”

Head of Training

· electronics chain under NDA

«Retail Pulse showed a spike in trade-in requests a week before procurement saw it. We stocked up and trained the team in time — our competitors didn’t».

Chief Commercial Officer

· 179 cities under NDA

Why there are no logos or names here

For our clients, service monitoring is a competitive edge — and they do not let us talk about it publicly. We work under NDA: names and numbers are published only with written permission. What we can do is arrange a reference call with a current client in your industry — with their personal consent.

Request a reference call

Security & compliance

Privacy is not a setting.
It is the architecture.

NUMU CX FRONTLINE is engineered for voice data under GDPR: personal data is masked before it ever reaches storage, and access to conversations is governed by a role-based model.

GDPR-ready out of the box

Names, phone numbers and payment details are masked at the transcription stage — only anonymized text ever reaches the database.

Encryption end to end

TLS from badge to server, AES-256 at rest. Audio is deleted on a configurable retention schedule — 30 days by default.

Role-based access

A coach sees their location, an area manager their cluster, headquarters the aggregates. Every transcript view lands in the audit log.

Cloud or on-premise

Deploy in the cloud or entirely inside your own perimeter — for enterprise chains with their own security requirements.

The data journey

Badge on location

recording · TLS encryption

AI transcription

transcript + PII masking

Secure storage

AES-256 · 30-day retention

Workspace

role-based access · audit log

GDPR AES-256 TLS 1.3 On-premise Audit log

Rollout

First location — in one day.
The whole chain — in a month.

DAY 1

Pilot location

We deliver the badges, connect them to the location Wi-Fi and tailor the checklist to your standards. By evening — the first transcripts.

WEEK 1–2

AI calibration

AI scores are calibrated against your trainers until they agree 95%+. We configure roles, dashboards and alerts.

WEEK 3–4

Chain-wide rollout

Badge logistics across regions, coach training, integrations: Salesforce, HubSpot, Power BI, your WMS.

ONWARDS

Growth on data

A dedicated success manager, quarterly metric reviews, new modules — included in your plan at no extra cost.

Bringing the team along

Systems like this break on people.
Ours does not.

Technology is half the rollout. The other half is a team that must never feel spied on. That is why the change playbook ships with the platform, just like the badges and dashboards.

STEP 0 · BEFORE LAUNCH

An open conversation

A team meeting: what is recorded, what each employee sees, and what they get out of it. Consents are signed and ambassadors are chosen from among the best experts.

WEEKS 1–2 · POSITIVE ONLY

Benchmarks, not sanctions

We showcase the best conversations and personal strengths. Scores are visible only to the expert and their coach. A hard rule: no one is ever penalized based on platform data.

WEEKS 3–8 · COACHING

Rules announced up front

Growth areas turn into coaching sessions. The bonus link is transparent: criteria and thresholds are known before launch — the leaderboard motivates instead of intimidating.

QUARTER 1 · TEAM ON BOARD

78% positive

Experts start asking for reviews of their own conversations: for the first time, scoring is objective and the path to a bonus is clear. In our case studies eNPS rises by +12 pts.

The implementation playbook ships together with the legal pack.

A team-meeting script, an employee FAQ, incentive policy templates — everything ready for launch.

Request the playbook

FAQ

Frequently asked questions

Is it legal to record conversations in-store?+

Yes, provided the requirements are met: locations display clear notices that audio and video recording is in progress, experts sign consent forms, and customers’ personal data is masked automatically before anything is written to the database. We hand over a ready-made legal pack — notice wording, consent forms and a GDPR-aligned processing policy — as part of the rollout.

How do experts feel about being recorded? Isn’t this “big brother”?+

It all comes down to how you roll it out. The platform is designed as a growth tool, not a punishment tool: experts see their own scores and best conversations, coaching is built on concrete examples, and leaderboards motivate. Across client chains, 78% of experts rate the system positively after the first month — because for the first time they get objective feedback and a clear path to their bonus.

How accurate are the transcripts and AI scores?+

Speech recognition on a noisy sales floor reaches 94–97% word accuracy. Checklist scores are calibrated with your trainers at launch until agreement passes 95%, followed by monthly spot checks. Disputed conversations can always be replayed — audio and transcript are synced by timecode.

What do you need from us to launch?+

Wi-Fi at the location or a smartphone/tablet with Bluetooth, your quality checklist (or use our industry template) and a contact who owns the pilot. Everything else — badges, charging stations, setup and training — we bring and handle ourselves. You will see your first transcripts by the evening of day one.

Does the platform work without cameras, audio only?+

Yes. Audio badges are a self-sufficient foundation: transcripts, quality scoring, search and coaching all work in full. Cameras add a layer on top: walk-in → approach conversion, heat zones and a video player synced to each conversation. Many chains start with audio and add video in phase two.

Can we deploy the platform inside our own infrastructure?+

Yes. The Enterprise plan supports full on-premise deployment: recognition, storage and the workspace run on your servers, and not a single byte leaves your network. A hybrid setup is also possible — recognition inside your infrastructure, analytics in the cloud.

We hear every conversation.
We grow every expert.

Retail is managed by sampling.
A handful of checks. Thousands of conversations every day.