Retailers today face relentless demands to accelerate operations, enhance customer experiences, and optimize profitability across all channels.
Recognizing these challenges, Manhattan Associates introduced significant enhancements to its Manhattan Active Omni solution in early 2026, embedding advanced agentic AI capabilities directly into retailer workflows.
Agentic AI Empowering Store Associates and Customer Service
Manhattan’s new AI agents for store associates and contact center teams leverage natural language interfaces to provide instant insights into sales trends, inventory levels, returns, and customer behaviors.
This integration within the Manhattan Active Omni interface enables frontline employees to resolve issues swiftly and deliver personalized support that enhances the customer journey.
Enhancing Checkout with Customer Facing Display
The upgraded Manhattan Active Point of Sale includes a Customer Facing Display that brings customers into the checkout experience. It allows shoppers to view their cart in real time, attach loyalty information, select receipt options, and provide shipping details. This feature bridges the associate-customer interaction gap, promoting transparency, reducing errors, and accelerating transactions.
Fulfillment Optimization Simulation for Smarter Decision-Making
The new Fulfillment Optimization Simulation engine empowers retailers to model and compare fulfillment strategies by analyzing cost, speed, service levels, and profit margins.
Retail teams can adjust optimization parameters, rerun scenarios, and evaluate operational trade-offs with a self-serve approach, driving continuous performance improvements and uncovering savings opportunities.
Implications for Retailers
The embedded AI capabilities in Manhattan Active Omni demonstrate a practical approach to AI by integrating intelligence directly into daily retail operations rather than as standalone tools. This results in faster problem-solving, more personalized customer engagement, and data-driven fulfillment management, helping retailers stay competitive in an evolving omnichannel landscape.
Retailers interested in experiencing these innovations can visit Manhattan Associates’ booth at NRF 2026 for demos and deeper insights.
Conclusion
Manhattan Associates’ latest enhancements underscore the strategic value of embedding AI within core retail platforms to accelerate responsiveness and optimize key operations.
By empowering sales teams, enriching customer interactions, and refining fulfillment strategy through intelligent simulation, retailers gain the agility needed to thrive amid complex market demands.
More about agentic AI:
Staff Report
Staff Report
Nathan Sellars
