E-Commerce & GenAI

AI-Powered Personal Shopping Assistant for E-Commerce

Client: A high-growth e-commerce retailer

Executive Summary

Challenge: Large inventory led to 'choice paralysis,' resulting in high cart abandonment and low engagement.

Solution: An AI-powered Virtual Assistant providing real-time, context-aware product guidance and order management.

Results: 30% higher conversion rate and 25% increase in average order value.

The Challenge

As the client’s product catalog expanded, customers found it increasingly difficult to navigate and find specific items. Traditional search filters were too rigid, and static product recommendations failed to capture the shopper’s intent.

High Drop-off Rates:Shoppers left the site when they couldn’t find immediate answers about product features or sizing.

Support Overload:The customer service team was overwhelmed by repetitive questions regarding order status and return policies.

Generic Experience:Lack of personalization led to a 'one-size-fits-all' journey that didn't drive loyalty.

The Solution

We developed and integrated a sophisticated GenAI Virtual Assistant designed to act as a 24/7 digital concierge. Unlike basic chatbots, this solution uses Natural Language Processing (NLP) to understand human conversation.

Intelligent Product Discovery: Users can describe what they need and receive expert-level recommendations.
Order & Logistics Integration: Provides instant updates on tracking, delivery, and cancellations.
Technical Knowledge Base: Explains complex features and benefits based on pre-loaded product specs.
Multi-Channel Support: Built to scale across Web, Mobile App, and WhatsApp interfaces.

Key Outcomes

30% Conversion Uplift: Personalized shopping paths leading to more completed checkouts.

25% Higher Order Value: Through intelligent cross-selling.

60% Reduction in Support Tickets: AI successfully resolved over half of routine inquiries.

Enhanced Engagement: Increased average session duration.