Retail & consumer · Retail
Enterprise virtual assistant for a retail group
A multilingual virtual assistant that answers customer and staff questions from company knowledge and connects to internal systems.
Challenge
Support teams handled repetitive questions across channels while policies and product information changed weekly. Existing chatbots were rule-based and fell behind.
Solution
We designed a retrieval-grounded assistant with conversation design tailored to the brand, connected to knowledge sources and internal APIs, with evaluation and escalation to human agents built in.
Results
- Consistent answers across web and messaging channels
- Knowledge updates reflected without retraining
- Clear handoff to human agents with full context
Work
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