Centralized Store Concierge
We built a brand-owned AI concierge on messaging channels that answers product, availability, pricing and policy questions, compares options and helps shoppers choose.
Case Study
AI-Powered Omnichannel Engagement for Retail
A multi-store retailer wanted every shopper conversation, whether in a messaging app, on the website or after a purchase, to be handled consistently and to lead to a sale or a store visit.
We built a set of AI agents that guide shoppers, book store visits, take care of post-purchase questions and run personalized loyalty and repeat-purchase journeys, with store teams able to step in at any point.
The Challenge
Busy stores, scattered conversations
Customers expected quick, personal answers on the channels they already use, and the retailer's existing setup could not keep up.
Fragmented Conversations
Store staff chatted with customers from personal phone numbers, so conversation history, context and relationships stayed with individuals instead of the brand.
Online Interest Not Reaching Stores
Shoppers researched products online and in messaging apps, but too few of those conversations turned into purchases or store visits.
Repetitive Support Load
Order tracking, returns and loyalty questions took up store and support teams' time that should have gone to selling.
The Solution
An AI shopping assistant that works with the stores
We connected AI agents to the retailer's catalog, orders, loyalty program and store calendars, so they could act on a customer's behalf instead of only answering questions.
Assisted Selling and Store Visits
The agent recommends products, books store appointments and pickups, builds carts and sends payment links, turning conversations into purchases or visits.
Post-Purchase Concierge
Order status, delivery updates, returns, exchanges and refund questions are resolved automatically, with tickets raised and routed when people are needed.
Personalized Retention and Loyalty Journeys
Customer segments based on purchase cadence and engagement drive personalized campaigns, loyalty and referral help, and win-back and replenishment journeys.
Unified Team Inbox with Smart Handover
Store teams work from one inbox across channels, with AI summaries, suggested replies, routing to the right store or stylist, and one-click take-over and hand-back to the AI.
Results
More visits, fewer tickets, more returning customers
More Store Visits from Online Conversations
Shoppers move from questions to booked appointments and purchases in a single conversation, so digital channels feed the stores instead of competing with them.
Lower Support Load
Routine order, return and loyalty queries are handled instantly, freeing store and support teams to focus on customers who need them.
Stronger Repeat Purchases
Personalized, well-timed outreach and loyalty journeys bring customers back more often.
Consistent Customer Experience
Every customer gets the same quality of service on every channel, with full history kept by the brand rather than individual staff.
Conclusion
By bringing customer conversations onto brand-owned channels and giving AI agents the tools to recommend, book, track and follow up, the retailer turned everyday questions into sales and store visits. Store teams spend less time on routine queries and more time with customers, while personalized journeys keep shoppers coming back.
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