Project Overview
With a growing shift in consumer buying behavior toward online research and purchasing, a leading retailer of digital gadgets aimed to evolve its ecommerce presence. Known for its in-store consultative sales approach, the brand wanted to bring that same personalised, trust-driven experience online.To achieve this, the retailer partnered with Cubet to embed an AI-powered sales agent within their ecommerce platform—a digital assistant designed to mirror the warmth, knowledge, and persuasion of an in-store sales rep. The result: a smarter, more engaging online journey that increased conversions and strengthened the bridge between physical and digital retail.
Industry
Retail / E-commerce / Consumer Electronics / Conversational AI
The Client
A major retailer of electronic gadgets with a strong network of offline stores across several cities. Renowned for customer-centric service, they sought to bring that experience to life in the digital space.
Challenges Addressed
While the client’s physical stores delivered high-touch, personalised service, their online store lacked that level of interaction. This created several challenges:
- Customers dropped off without completing purchases, especially for high-ticket items
- The ecommerce platform felt transactional, not consultative
- No mechanism existed to understand or guide user intent in real-time
- Upsell and cross-sell opportunities were missed due to static product pages
- In-store and online customer behavior felt disconnected, creating inconsistency across channels
The client needed a solution that would simulate the natural flow of an in-store sales conversation—online.
Collaboration in Action
Cubet designed and delivered a conversational AI agent embedded directly into the ecommerce interface. This virtual sales rep was trained on product catalogs, sales scripts, and real-world customer queries to deliver intelligent, real-time assistance.
Customers could engage the agent via voice or chat, receive tailored product suggestions, ask follow-up questions, and even get help with checkout. The AI’s tone was designed to feel persuasive yet helpful, emulating the human experience of being guided by a knowledgeable staff member.
Core interaction flows included:
- Discovery questions to identify product needs
- Feature explanations mapped to lifestyle and usage scenarios
- Real-time product comparisons
- Checkout support, including warranties and cart reminders
- Cross-sell nudges that didn’t feel salesy, but supportive
Technologies Deployed
- AI & NLP Layer:
- Fine-tuned LLMs using OpenAI, customised via LangChain
- Retrieval-Augmented Generation (RAG) using up-to-date product catalog and sales content
- Dialogflow CX for conversation flow management
- Sentiment-aware tone engine to match friendly, helpful language
- Backend & Ecommerce Integration:
- Node.js APIs integrated with Shopify and Magento
- ElasticSearch for high-speed product matching
- Redis for session-aware recommendations
- Funnel tracking dashboards with detailed analytics
- Front-End Interface:
- React-based widget with voice-to-text capabilities
- Multilingual support for diverse customer regions
- Fully responsive and mobile-optimised design
- Real-time tracking of customer behavior and engagement
Innovative Feature
The standout feature of this project was the AI Sales Agent’s consultative approach. Instead of static filters or generic chatbots, the system mimics how an in-store expert would explore a customer’s needs and recommend solutions. The conversational flow felt natural, persuasive, and personalised—an emotional touchpoint often missing in ecommerce.
By pairing advanced language models with real-time product data, the agent moved beyond scripted answers and into authentic product advising.
Value Delivered
- 28% increase in conversions within the first 60 days of launch
- 35% drop in bounce rate on high-ticket product pages
- Customers spent 2.7x more time engaging with the AI assistant compared to browsing the site alone
- Sales teams observed better alignment between online behaviors and in-store buyer patterns
- Thousands of daily interactions handled autonomously, with consistent quality
User Feedback
Customers reported that the AI assistant felt intuitive and helpful—not intrusive. They appreciated being guided rather than sold to. Internal teams noted that the assistant not only boosted online revenue, but also provided data-driven insights that improved in-store interactions and inventory decisions.
Conclusion
Cubet’s AI-powered digital sales agent successfully bridged the gap between brick-and-mortar and online retail. It brought emotional intelligence, contextual relevance, and personalised support to the ecommerce experience—delivering measurable improvements in engagement and conversion.
Impact Made
This conversational AI solution redefined digital retail interaction for the client, transforming their ecommerce platform into a consultative, trust-based channel. It aligned seamlessly with their brand values of customer-first service and positioned them at the forefront of AI-enabled commerce.