Researchers have developed a system that combines search and CRM (customer relationship management) functions using AI-powered agents. The goal is to proactively re-engage customers who show exploratory purchase intent but are not yet making purchases. The system uses behavioral signals, external knowledge, and enterprise catalog data to conduct product research and deliver personalized recommendations through WhatsApp. In a 23-day production deployment with 15K notifications, the campaign showed significant click-through rate improvements over traditional methods, with secondary engagement metrics like message forwarding and sharing also increasing. --- Why it matters: This matters because it shows how AI can be used to improve customer re-engagement and end-to-end customer journey optimization in e-commerce platforms. The system's ability to identify users with low engagement and deliver personalized recommendations could have significant implications for businesses looking to increase sales and revenue. Source: https://arxiv.org/abs/2608.18543