For many ecommerce businesses, the biggest challenge is not attracting traffic it’s helping customers find what they’re actually looking for once they arrive. This case study focuses on an online retail brand with a growing catalog and steady website traffic, yet declining conversion rates.
The issue wasn’t product quality or pricing. It was the ability to be discovered.
One challenge they faced was that many of the customers frequently landed on their website, browsed products, navigated various pages, and used search bars. But, in the end, they left without purchasing anything.
By thoroughly going through the Heatmap analysis and session recordings, their UX team got to know about a consistent pattern. It showed that users often struggled to filter products correctly, reformulated search queries multiple times, and eventually abandoned the journey midway.
Conventional search and filter options were previously functional. However, they failed to match how real users actually think, describe products, or make decisions. The business needed a better approach to guide its customers, without forcing them to scroll endlessly or “guess” the right keywords.
This case study explores how an AI Driven Product Discovery Bot from Amenity Technologies helped the ecommerce brand transform that experience by replacing frustrating product searches with guided, conversational discovery.
The Core Problem: Search Friction and Decision Fatigue
As the product catalog expanded, so did the complexity of decision-making. Customers were faced with hundreds of similar items, minor feature differences, and unclear comparisons.
Some common challenges identified were:
- Users searched using conversational phrases instead of exact product names or targeted keywords
- Filters required too many manual steps and assumptions
- Customers were not sure about which product aligned with their specific needs
- Mobile users found navigation more frustrating
- Support teams received repetitive queries such as “which product is right for my needs?”
For them, this friction resulted in higher bounce rates on category pages, low engagement with filters, missed cross-sell and upsell opportunities, and increased reliance on human support. What they actually needed to overcome the challenges is a solution that could guide the customers, not overwhelm them.
The Solution: AI-Driven Product Discovery Bot
Instead of putting effort into redesigning its whole ecommerce website or adding more filters, the business opted for an AI-driven product discovery bot from Amenity Technologies. This AI agent acted as a conversational layer that aligns naturally within the customers’ shopping journeys.
The idea and its execution were quite simple: They let the customers describe what they were looking for in their own words by integrating our product discovery chatbot. It swiftly guided them to the right products through a conversation.
The bot was designed to act like an in-store assistant, asking clarifying questions, narrowing down some important choices, and recommending products based on real intent rather than some rigid filters.
How We Designed the AI-Driven Product Discovery bot
We have a dedicated team of chatbot developers specializing in ecommerce bot development such as Shopify AI product discovery bot. They built the bot for this ecommerce brand with a clear focus on actual usability, context awareness, and ideal customer shopping behavior. As they do during every chatbot development, they avoided pushing products instantly and focused on knowing the customers’ intent behind shopping.
When the development team plans and develops any bot for brands across industries, especially ecommerce, they follow key design principles, including:
- Conversational, consultative tone
- Step-by-step guidance instead of instant overload
- Context retention across the conversation
- Clear explanations for recommendations
- Easy handoff to product pages
As an outcome of following these principles, they were able to develop a bot that avoided sounding robotic or transactional. The bot helped the ecommerce brand feel helpful, patient, and genuinely informative.
Core Features of the AI Product Discovery Bot
1. Natural Language Product Search
Customers could describe their needs in everyday language, such as “I need a laptop for graphic design under a certain budget”, “Looking for a skincare product for sensitive skin”, or “Something lightweight for travel”. They feel at ease when they ask their questions in their own conversational way rather than just some predefined keywords. The AI product discovery bot was trained to interpret these queries precisely, without requiring users to input exact keywords.
2. Intent-Based Questioning
Overwhelming the targeted customers with dozens of products at once can result in a poor user experience. They may get confused. So, instead of doing the same, our bot was trained to ask intelligent follow-up questions like usage preferences, precise budget range, feature priorities, and size, style, or compatibility requirements. This approach mirrored how a human sales assistant would guide a customer.
3. Contextual Product Recommendations
Based on user responses, the bot narrowed the catalog to a small, relevant set of products. Each recommendation included a short explanation of why the product was suggested, key differentiators, and direct links to product pages. This recommendation feature minimized confusion and increased buyer confidence. In the long-run, the business experienced a significant growth in sales.
4. Cross-Sell and Upsell Intelligence
The AI-driven product discovery bot enabled relevant cross-sell and upsell recommendations. It allowed the suggestions to feel quite helpful to customers rather than being strictly promotional.
5. Seamless Mobile Experience
Special attention was given to mobile users. The bot interface was quite lightweight, quick-loading, and easy to interact with using short inputs or quick replies.
Results: Measurable Impact on Customer Experience
Within weeks of deployment of our industry-tailored bot, clear improvements were observed across multiple metrics by this ecommerce brand. And the key outcomes of using the AI-powered product discovery bot included:
- Decrease in Search Abandonment: There was a significant drop in the numbers of customers likely to leave after unsuccessful searches.
- Improved Customer Engagement Rates: Potential customers interacted a good amount of time with the bot compared to traditional filters.
- Higher Conversion Rates: Shoppers who used the product discovery bot converted at a noticeably higher rate.
- Faster Time-To-Purchase: The average time from landing to product view decreased significantly.
- Reduced Support Team Workload: The repetition of product-selection related queries significantly dropped. It allowed the support teams enough time for critical communications.
The AI Product Discovery Bot Impacted the Ecommerce Business Beyond Conversions
Along with the increased number of overall conversions, our AI product discovery bot offered significant benefits, including:
- Product discovery data revealed new insights into customer preferences
- Marketing teams used bot insights to refine campaigns
- Product teams identified gaps in catalog offerings
- The brand differentiated itself through a smoother shopping experience
We ensured that the bot acted more than a tool, it became a strategic asset to the ecommerce brand.
A Smarter Way to Help Customers Shop
This case study shows how an AI-driven product discovery bot can transform the ecommerce experience by removing friction where it matters most, product search and selection.
By allowing customers to shop through conversation, the business created a more intuitive, helpful, and engaging journey. Instead of forcing users to adapt to rigid filters, the system adapted to how people naturally think and communicate.
For ecommerce brands facing similar challenges, conversational product discovery is no longer optional. It’s quickly becoming a competitive advantage. You can also get Woocommerce AI product discovery bot developed from Amenity Technologies, if your business relies heavily on Woocommerce platform.
Build Smart AI-Driven Product Discovery Bot With Our Team
By partnering with Amenity Technologies, your ecommerce business can get benefits like the business in this case study has gained. It is our vision to help every ecommerce brand, having a growth potential by integrating an advanced AI-driven product discovery bot. Our scalable bots can help you overcome the ecommerce challenges such as search friction, low conversion rates, high bounce rates, and customer drop-offs.
Get in touch with us today to learn more about our bot development services.
