Retail · e-commerce

A chatbot that answers a store's questions 24/7

We built and trained a 24/7 AI chatbot for a retail store, so customers get instant answers about products, orders and shipping — day and night, in the brand's voice — with a clean handoff to staff when it matters.

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A chatbot that answers a store's questions 24/7

OpenAIAnthropicn8nNext.js

01 Overview

The project.

A busy retailer — selling both online and in a physical store — was losing sales to slow replies. Customers asked the same questions over and over (sizing, stock, shipping, returns), and the small team couldn't keep up, especially evenings and weekends when buying intent was highest.

We built an AI chatbot trained on their full catalogue, policies and tone, then deployed it across their website and social channels. It answers product and order questions instantly, checks stock, guides shoppers to the right item, and hands off to a human for anything sensitive.

Now no customer waits for an answer, the team is freed from repetitive questions, and more conversations turn into sales — even when the store is closed.

02 Metrics

The numbers.

<30saverage reply time

70%questions auto-answered

24/7coverage

+22%conversion on chats

The challenge

Shoppers expected instant answers, but the small team could only reply during store hours. Repetitive questions about sizing, stock and shipping ate their time, and slow replies after hours meant lost sales and abandoned carts.

The solution

We trained an AI chatbot on the retailer's product catalogue, policies and brand voice, then connected it across their website and social inboxes. Routine questions get answered instantly, around the clock, and the bot guides shoppers toward the right product.

For anything sensitive — a complaint, a custom order — it hands off cleanly to a staff member, so the human touch is there when it counts.

03 Key results