Debenhams Group has announced the rollout of agentic AI-powered post-purchase technology across its brands.

The technology, developed by Seel, is designed to streamline the post-purchase experience across the retailer’s portfolio, including Debenhams, Karen Millen, boohoo, boohoo Man, and PrettyLittleThing.

The feature works through a one-click integration at checkout, with the technology managing claims, refunds, and support.

The tool aims to reduce operational burden on Debenhams Group's customer service infrastructure whilst giving shoppers an "elevated layer of protection", including extended return windows, white-glove claims support, and delay protection.

The technology includes an instant claim resolution engine, which processes and approves claims in real-time, covering everything from missing and stolen packages to items not arriving as described.

“Providing our customers with an exceptional shopping experience has always been at the heart of our customer experience strategy,” said Dan Finley, group chief executive, Debenhams Group.

He added that the move represents a "transformative enhancement" to the customer journey, extending its "commitment to excellence" beyond the checkout moment.

"We want to ensure every purchase, delivery, and resolution feels effortless for our shoppers," explained the chief executive.

The tech rollout builds on a recent agentic AI project by the retailer, with the company deploying a new tool to manage sales, stock and pricing more effectively across its portfolio in November last year.

By combining information on stock, pricing and promotions, Debenhams Group said the agentic system gives teams a clearer view of demand and performance, helping them respond quickly as shopping patterns shift through the season.

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