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.
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.
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.
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.