AI first-line manager for plant retail We developed an intelligent bot-manager for an ecom company in the plant sales sector that automates customer request handling and integrates with key business systems to work with a catalog of more than 20,000 SKU
- Task To create a solution for automating customer support operations in an online plant store with the ability to process a large product catalog and integrate with the company's existing business systems.
- Problem The company faced a heavy workload on first-line managers due to a large volume of customer inquiries across a wide range of plants. The average response waiting time was 2 hours, and manual selection of plants from a catalog of 20,000+ items took from 15 minutes to 2 hours per customer. After 19:00, customers were left without support, which led to lost potential sales and reduced customer loyalty.
- Solution Implementation of an AI manager integrated with the corporate systems RetailCRM, Bitrix, and Moy Sklad, which provides 24/7 customer support and automatic plant selection based on customer needs and growing conditions.
System functionality
Intelligent consultation module
- Automatic identification of customer needs through a conversational interface
- Personalized plant selection based on care conditions
- Consultations on plant care, watering, lighting, and placement
- Recommendations on plant compatibility and composition design
Catalog management system
- Processing and analysis of a catalog of more than 20,000 plant SKU
- Automatic categorization by size, growing conditions, and characteristics
- Instant search for suitable options based on specified parameters
- Real-time updates on product availability
Integration module
- Synchronization with RetailCRM for managing the customer base and deals
- Integration with Bitrix for automatic task creation and notifications
- Connection to the Moy Sklad system for stock control and product reservation
- Telegram integration for seamless interaction with customers
Analytics and optimization system
- Tracking conversion of inquiries into orders
- Analysis of popular inquiries and product categories
- Monitoring service quality and customer satisfaction
- Automatic reports on bot performance
What results did we achieve
- Reduced response waiting time from 2 hours to instant 24/7 response
- Increased throughput by 5x: 2 managers now handle the workload of 5 previous employees
- Accelerated the onboarding process for new managers thanks to automated workflows
- Reduced employee turnover by decreasing routine workload on staff
- Increased conversion of inquiries into orders by 40% thanks to personalized recommendations