Digital Advisory that Sells: How a Pre‑Sales Agent Turned the Product Configurator into a Revenue Driver

Night Shift Advisor

General Overview

August 22, 2025

• Conversion rate increased by 38 % over three months during the pilot.

• Support tickets related to configuration dropped by 57 %.

Challenge

A mid-sized e-commerce firm offers a comprehensive product configurator on its site. Despite high traffic, conversions remained low. Many users felt overwhelmed by the multitude of options and abandoned their configurations before completing a purchase. Meanwhile, support teams were inundated with individual queries about configurations—driving up service costs and straining resources. The core challenge: boost conversion rates without increasing support burden.

Action

To enhance conversions and user experience, the company deployed a KI-assisted pre-sales advisory feature. A Pre‑Sales Agent was digitalized: via live chat, s/he appeared contextually when users engaged with the configurator. The system merged real-time user inputs and product data to present relevant recommendations, answer FAQs, and flag potential misconfigurations. In a pilot rollout on a single product campaign page, chat logs, configuration feedback, and agent interactions were monitored closely. Insights informed a full rollout across the configurator.

Result

The reached results were not expected by the management:

• Conversion rate increased by 38 % over three months during the pilot.

• Support tickets related to configuration dropped by 57 %.

• Customer satisfaction saw a notable boost — buyers cited the personalized guided chat as a decisive factor.

• Average revenue per visitor rose substantially — the Pre‑Sales Agent became a digital revenue multiplier while easing support effort.

Perspective

Future enhancements are planned:

• Rollout of voice-interaction capabilities to offer more immediate and intuitive guidance.

• Expansion into additional languages for international customer support.

• A hybrid advisory model combining human expertise, AI assistance, and multimedia touchpoints—aiming for seamless, personalized, and scalable conversion journeys.

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