AI Agent and LLM Automates Hyper-Personalised Customer Experience For This National Retailer
Terabytes of historic data are now used to build hyper-personalised customer experiences and boost sales
Conversion rates from email to online store rose by 65%
Background
This retailer is open nationwide and serves thousands of customers in store and online every day. They manage huge warehouses, with logistics handling deliveries to stores and directly to customers, integrating multiple points of sale smoothly into one system. Aside from logistics, the retailer recently transformed again to provide hyper-personalised shopping experiences for every customer, based on its huge database and AI-generated insights.
Solution
The integrated AI solution pulled together AI Agents and an LLM-driven recommendation engine to provide each customer with a completely unique experience.
The AI Agents pull together Ideal Customer Profiles (ICPs) based on disparate internal and external data sources, including social media, internal historical information and other real-time sources. Feeding into a large language model (LLM), this then produces and shares custom recommendations based on each customer individually. Integrated with head office marketing and sales efforts, this has allowed for hyper-personalised experiences across individual communications (email), web experiences and social media, providing consistent yet unique messaging across the board.
Impact
Online conversion rates from email rose by 65%, bringing in much higher revenues and boosting margins.
Inventory optimisation based on predictive store stocking patterns, to ensure each store has a selection of items unique to its particular area and customers.
Why WeBuild-AI
Based on our experience using AI-native methodologies to implement and scale AI solutions fast, this retailer opted for WeBuild-AI. We were able to pull together a prototype in just 5 days, proving that we could successfully integrate the disparate, real-time data sources successfully into one user-friendly dashboard. Since the prototype, we’ve scaled the solution nationwide, with a high adoption rate and positive feedback from leadership and employees both.
