Retail businesses can use Interactive Voice Response (IVR) and/or virtual agents (intelligent chatbots) to front end the returns procedure. Intelligent automation can then process the returns and exchanges using data from the CRM system, inventory management system, POS system and enterprise resource planning (ERP) system to update the inventory, customer and financial records as necessary.Retail businesses can process the returns faster, save time, reduce errors and improve the customer experience by providing a more efficient and convenient way for customers to return or exchange items.