Fabian Quast

While many organizations have deployed chatbots powered by large language models (LLMs), not many have taken the next step toward agentic customer service. Lidl is one of the few that has. After rolling out more basic AI capabilities across customer service, the global grocers made a strategic decision to move toward agentic AI which is capable of handling end-to-end service processes with greater autonomy and personalization.

In this session, we’ll be joined by Fabian Quast, Product Owner & Consultant at Lidl, to explore how his team is transitioning its customer service and post-sale operations to agentic, with the first live deployments launching in Lidl’s native Germany. The focus is on high-volume and high-complexity service scenarios where customer frustration is highest and process complexity the most difficult to manage.

The session will also address the realities behind the deployment: navigating fragmented data, managing regional process differences, aligning key stakeholders, and managing expectations internally that agentic AI is about improving CX and EX, not replacing people. This session will be an honest look at what it takes to operationalize agentic AI in a global retail organization.