AI Agents Bridge Search and CRM for Customer Re-Engagement.

E-commerce platforms often struggle to proactively re-engage customers who exhibit exploratory purchase intent, especially when they leave the platform to research products externally. Traditional search, recommendation, and CRM systems typically operate in silos, limiting opportunities for integrated customer journeys. A new framework has been developed and deployed in production to bridge these gaps using AI Product Research Agents. This system identifies users with low engagement but clear exploratory purchase intent. It then deploys multi-agent AI to conduct grounded product research, leveraging behavioral signals, external knowledge, and the enterprise product catalog. The personalized recommendations generated by these agents are delivered directly to customers via WhatsApp, creating a seamless re-engagement loop. A 23-day production deployment involving approximately 15,000 WhatsApp notifications for mobile product discovery demonstrated significant success. The campaign achieved substantial click-through rate (CTR) improvements compared to conventional WhatsApp recommendation campaigns. Furthermore, it showed evidence of secondary engagement through message forwarding and sharing, and most importantly, generated measurable downstream purchases and Gross Merchandise Value (GMV) impact, proving the practical effectiveness of this AI-driven approach.