Manhattan Associates Delivers Powerful New Agentic AI Capabilities to Elevate Customer Experience

Manhattan Associates has announced its latest round of product enhancements, rolling out significant new capabilities across Manhattan Active Omni, with updates designed to elevate customer experiences and speed of use.

Manhattan Active Omni continues to evolve with smarter tools for customer engagement, flexible fulfilment and advanced AI-powered support. The expansion of Manhattan Active® Maven for customer service means customer inquiries via chat or email can now be resolved faster, more accurately, and in over 30 languages.

Maven’s new support for order edits, invoice requests, returns, and digital products are already transforming how retailers communicate at scale. Alongside these enhancements, the Contact Centre’s new Customer Service Insights dashboard gives retailers the ability to measure service performance and benchmark it against the industry, while leveraging Agentic AI to uncover trending issues before they escalate.

“Retailers today are managing increasingly complex customer journeys and growing service expectations,” said Raghav Sibal, managing director for Australia and New Zealand at Manhattan Associates. “Our latest release focuses on using Agentic AI to bridge those gaps in real time, whether it’s anticipating order changes, identifying support trends, or enabling frictionless in-store payments. We’re giving retailers the tools to act faster and deliver smarter customer service.”

In retail environments, Manhattan’s mobile Point of Sale (POS) now supports Tap to Pay on iPhone, removing the need for external payment terminals and giving associates more freedom to complete sales anywhere on the floor. Other enhancements improve item-level promotions, dynamic catalogue filtering, and the ability to flag items requiring customer alerts or age verification, allowing store teams to serve customers faster while improving the overall brand experience.

“In retail and logistics, speed without visibility is a liability. This latest release focuses on bridging those two requirements in real time,” added Sibal. “We’re giving retailers the online and in-store tools to respond faster and operate smarter,” he concluded.

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