Intelligent Shopping Concierge
A GenAI-powered virtual assistant that provides expert product advice, 24/7 support, and personalized recommendations, boosting engagement and sales.
Executive Summary
A home improvement retailer deployed a GenAI shopping assistant that provides expert advice on projects and products 24/7. The system increased ad click-through rates by 40%, reduced support costs by 30%, and empowers both online customers and in-store associates.
Background & Context
Online shopping lacks the human touch of in-store expertise. Customers researching complex purchases—home improvement projects, technical equipment, specialized products—often struggle to find the right solution. They abandon carts due to uncertainty or make purchases they later return. The retailers that can provide expert guidance at scale, available 24/7, capture more sales and build stronger customer relationships.
The Challenge
Many customers shopping online lack the quick expertise they'd get from a store employee, especially for complex purchases or projects (e.g., "How do I fix a patchy lawn?"). They might be unsure which product fits their needs, leading to decision paralysis or returns.
Human customer support teams were strained by handling common, repetitive queries, increasing wait times and operational costs. The retailer needed a way to scale expert guidance without scaling headcount.
Our Approach
We deployed a GenAI concierge that understands projects, not just products. The system is fine-tuned on DIY guides and product data to provide expert-level advice. It connects to real-time inventory to ensure recommendations are in stock. The same AI assists both online customers and in-store associates, ensuring consistent expertise across channels.
Solution Workflow
The diagram below shows how our Shopping Concierge combines product catalog, DIY guides, and customer queries to deliver personalized recommendations.
The Solution
We deployed a generative AI shopping assistant, similar to Home Depot's "Magic Apron," available 24/7 on the website and app.
- GenAI Concierge: Answers how-to questions, suggests specific products (tools, seeds, fertilizer), and summarizes product reviews using domain-specific LLMs.
- Catalog Integration: Seamlessly connects with the product catalog and inventory systems to provide real-time stock information and accurate specs.
- Omnichannel Support: Used by both customers online and store associates to quickly retrieve information, ensuring consistent service across channels.
Key Technologies
Technical Architecture
Domain-Specific LLM
Fine-tuned on the retailer's DIY guides and product data for expert-level accuracy.
Retrieval-Augmented Generation
Combines generative capabilities with real-time database lookups to ensure answers are grounded in current inventory and facts.
Natural Language Understanding
Parses complex user intents to deliver precise, helpful responses rather than generic search results.
The Impact
The AI assistant has transformed the online shopping experience, driving measurable improvements in engagement and efficiency.
Customer Engagement
- •Up to 40% increase in ad click-through rates with AI-generated contextual content.
- •Higher customer satisfaction due to round-the-clock availability and detailed answers.
Operational Efficiency
- •Reduced customer support emails/chats handled by humans by 30%.
- •Store associates empowered with instant knowledge access.
Expert-Level Advice
The system doesn't just list products; it understands projects. It can guide a customer from 'I have a problem' to 'Here is the complete solution,' mimicking a top-tier sales associate.
Key Takeaway
An AI assistant bridges the gap between online convenience and in-store expertise, providing personalized guidance that builds confidence and drives sales.
Revolutionize your customer experience with GenAI.
Learn how our Intelligent Shopping Concierge can drive sales and reduce support costs.