Retail
AI sales assistant for a UK furniture retailer
A chat and voice assistant that answers product questions, qualifies buyers and books in-home measurement visits outside showroom hours.
- Client
- UK independent furniture retailer
- Industry
- Retail
- Capabilities
- AI agents & voice, CRM & sales pipelines
Headline result
+34%lead conversion
- median first response
- 38 s (decrease)
- lead-to-visit conversion
- +34% (increase)
- conversations handled monthly
- 4,200
- handed to staff
- 12%
Challenge
Most enquiries arrived in the evening, after the showroom closed. Staff replied the next day, by which time many buyers had already booked a competitor's measurement visit.
Approach
We read six months of enquiry emails to learn what buyers actually asked, and worked with the best salesperson to define what a qualified lead looks like.
Solution
An assistant on the website and phone line answers stock, lead-time and delivery questions from the live catalogue, qualifies budget and room size, and books visits straight into the fitters' calendar.
Every conversation is written back to HubSpot with a summary, so the showroom team starts the day knowing who to call.
Results
Out-of-hours enquiries now get an answer in under a minute, and the share of enquiries that become booked visits rose by a third in the first quarter.
Gallery
Inside theproject
“Evening enquiries used to wait until morning. Now they get a useful answer in under a minute, and our fitters' diaries are fuller than they've ever been.”
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