On-Demand Knowledge @ Retail Club Stores

Woman looking at tablet with phone and cartoon chat icons

A chatbot-enabled knowledge base has answered over 10M questions while reducing time spent on repetitive tasks by 40%.

Snapshot

A large retail club store needed a way to integrate knowledge base access into the daily activities of employees. In their retail environment, teams were all over the floor — each with long to-do lists and frequent interruptions. This was compounded by the fact that help might be 50 yards away in expansive store layouts.

Together, we created an AI-powered virtual assistant that has led to improved store productivity and more impactful interactions with customers — all powered by valuable information and data right in employees’ hands.

10M+ employee questions answered to date
Time spent on repetitive tasks has reduced by 40%
Services

Product Strategy

UX Research

Rapid Prototyping

Software Development

Product Build

System Integration

Tech Audit

AI/NLP

Get simple, actionable insights to your frontline — in 90 days.

The Challenge

Helping Employees in their Moment of Need

white male with dirty blond hair and blue shirt grinning

By prioritizing your time and resources to understand your users and building empathy, you’ll build a tool people can’t wait to use — eliminating the need for an extensive approach to change management.

— Doug Mitchell, Vice President of Delivery, RevUnit

Working with a large, cross-functional team with multiple stakeholders and priorities, we identified what tasks and information were causing the most friction for managers and employees. Then, we pulled together data from disparate systems into a single source of truth that would inform the features of the tool.

We uncovered the most common questions employees asked:

  • Is this product in stock?
  • If so, where can the customer find it?
  • How much does it cost?
  • If it’s not in stock, what’s an appropriate substitute?
  • If a substitute isn’t available in this store, where is the next closest store I can send the customer to?
Manager and employee having a conversation

Previously, employees were using the store’s public-facing consumer mobile app to answer questions, sometimes leaving the employee unable to address the customer’s needs and as a result, leaving the customer with a less-than-desirable in-store experience.

The Solution

What We Created Together

Young POC male with dark combed over hair, smiling

Over the past few months, employees have also used the tool for information related to COVID-19, including the latest guidelines and guidance along with helpful videos. In addition to guidance from their managers, having access to the answers and information they need at their fingertips gives employees confidence as well as more time on the floor with customers.

— Client’s Chief Product Officer

After talking with frontline workers at various levels at multiple store locations to understand user pain points, we created a chatbot — an AI-powered virtual assistant that sits on top of a vast employee knowledge base. 

We began with two pilots: the first executed across five club stores, then a regional pilot to ensure we were addressing the most impactful needs of employees before rolling the tool out across all stores.

To make adoption easy for frontline employees, we incorporated a feedback mechanism into the chatbot where additional user responses and requests could be backlogged, identified, and categorized, building empathy with employees and letting them guide new feature prioritization.

Impact

Empowered Frontline Teams, Better In-Store Experiences

Prior to changes rolled out on our retail client’s sales floor, frontline workers were often reluctant to reach out or ask for help on things that went beyond the initial training they received. Now, all employees have to do is pick up their device and verbally ask a question — seconds later, the answer is provided. And they’ve asked a lot of questions: more than ten million to date. 

By making this resource available to the frontline, employees were eager to become more knowledgeable of their roles without feeling exposed or nervous about not being completely proficient. Employees immediately began to provide more value to consumers because they no longer had to ask others for assistance, walk away to ask another employee for help, or venture to find a product only to find it was out of stock. Eventually, common, repetitive tasks like item lookup saw a time reduction of 40% with this technology.

female worker checking products/boxes in large warehouse

Get more information on our on-demand knowledge case study.

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