RTIH AI in Retail Awards Customer Service Excellence category finalists

We’re pleased to announce the shortlist for the RTIH AI in Retail Awards Customer Service Innovation category.

The Covid-19 outbreak and cost-of-living crisis have reshaped customer behaviour and their expectations of retailers.

This award will go to an online and/or physical retailer that has understood and reacted in a positive fashion to these customer trends and patterns, by providing exceptional AI technology powered omnichannel customer experiences.

Congratulations to all those who made it through the initial submission process. We received a huge number of impressive entries highlighting companies who not only recognise the potential of AI, but also make it usable in everyday work - resulting in more efficiency and innovation in all areas.

It’s now over to our judging panel who will decide the winners to be announced at the RTIH AI in Retail Awards Ceremony, taking place  at The Barbican in Central London on Thursday, 29th January.

This will kick off with a drinks reception in the stunning Conservatory, followed by a three course meal, and awards ceremony in the Garden Room, presided over by award winning comedian, actress and writer Lucy Porter.

To book your place at the RTIH AI in Retail Awards Ceremony, click here.

Our 2025 runners and riders as follows:

Brarista

Brarista is AI built by lingerie professionals - the world's first bra fitting platform for lingerie retail.

90% of consumers wear the wrong size bra, flooding support teams and driving returns. Generic chatbots can't solve this - they don't understand the nuances of bra fitting: cup shape, band tension, projection, how fit varies across brands and styles.

Brarista does. Think of it as a bra fitter, stylist, and product educator in one tool. Fit AI for sizing. Style AI for personalised recommendations. Care AI for multilingual support and breast care education. Expert fitting, democratised at scale.

Habitium

Habitium has implemented an AI powered system that enhances multilingual customer service by integrating OpenAI within its helpdesk (Freescout) environment.

The solution summarises customer emails - regardless of language - into Spanish, enabling agents to respond effectively. Their replies are then analysed by a second AI layer, which translates it to the customer's language, reviews, and validates the content before sending it.

If incomplete, the system blocks the message and prompts the agent with actionable feedback. This innovation has significantly improved response quality, security, and efficiency, while laying the foundation for a future 360° AI assistant capable of managing all customer queries across channels.

LatentView Analytics

Walmat partnered with LatentView Analytics to enhance customer experience using AI driven personalisation and omnichannel insight.

Through three initiatives - home catalogue, fashion geo test, and a national entertainment launch - LatentView applied segmentation, causal inference, and behaviour analytics to create more relevant and responsive customer journeys.

The work reactivated thousands of lapsed customers (24+ months inactive), increased first time digital engagement by 9–13%, and delivered meaningful channel improvements such as a 29% rise in fashion visits and a 4.7× ROAS within home. Across digital and store channels, customers experienced clearer discovery paths, more relevant content, and smoother experiences, strengthening trust and long-term engagement.

VenHub Global

VenHub Global is revolutionising bricks and mortar retail with the fully autonomous Smart Store, designed for 24/7 operation, zero on-site staff, and maximum efficiency.

Its modular units combine AI, robotics, and robotics arms to eliminate labour costs, reduce shrinkage, and operate in high-traffic or underserved areas where traditional retail fails. Four Initial deployments across California include a landmark store at LAX Airport / Metro Transit Center and one at the Hollywood Bowl. VenHub is more than innovation - it’s a blueprint for the future of retail.

By solving the biggest challenges facing physical retail, VenHub enables a sustainable, scalable model that empowers entrepreneurs and redefines what’s possible in convenience commerce.