Modern retail is faced with the need to simultaneously improve customer service and optimize operating costs, which is driving the active adoption of digital solutions to automate customer interactions. This article examines the use of dialog agents to automate key processes in retail—from initial consultation to order processing and follow-up. The aim of the study is to develop and evaluate an integrated system based on a dialog agent interacting with the 1C: Trade Management corporate system. The paper presents an analysis of the retail network's domain, describes the key business processes subject to automation, and proposes a dialog agent architecture and its integration with 1C. The paper also examines CASE tools for functional modeling and analysis of company operations and presents a rule-based approach to developing conversational agents based on a dictionary-pattern concept with regular expressions and keywords. The results showed that the use of conversational agents not only reduces operating costs but also increases sales conversion. The study confirms that conversational agents are an effective tool for digital retail transformation, combining scalability, personalization, and cost effectiveness

Keywords: Sales automation, retail, conversational agent, integration, online ordering, business processes, chatbot, trade management