Client Overview
The Furniture Retailer is a premium outdoor furniture and lifestyle retailer offering curated collections of grills, patio sets, umbrellas,
and more. Known for both quality and service, they provide a high-touch e-commerce experience to discerning residential and commercial
customers nationwide.
The Challenge
With a rapidly expanding product catalog and a growing online customer base, the online furniture retailer's support team struggled to keep up with the volume
and complexity of product-related inquiries. Customers frequently asked detailed questions about order status, materials, warranties,
dimensions, and usage recommendations; most of which required referencing vendor documents or spec sheets.
- Slower Response Times during peak hours or off-hours
- Inconsistent Answers depending on which team member responded and how familiar they were with specific products
- Missed Opportunities as customer questions sometimes went unanswered or delayed beyond the decision-making window
- Scalability Challenges as the catalog and customer base continued to grow
Our Solution
The Furniture Retailer partnered with Context Data to build a customer-facing AI chatbot powered by a Retrieval-Augmented Generation (RAG) system capable
of answering product-specific questions instantly, 24/7
- 01 - Custom Data Pipeline → We ingested thousands of product documents (spec sheets, manuals, warranties) across all vendors and normalized them into a structured, query-ready format.
- 02 - Vector Database and RAG layer → All content was embedded into a high-performance vector database, enabling semantic search and real-time, context-aware responses via a RAG-powered backend.
- 03 - AI Chatbot Interface (Live on Site) → Customers can now ask questions directly on their website (e.g., “Is this fire pit compatible with natural gas?” or “What is the status of my order?”) and get instant, accurate answers from the AI.
- 04 - Agent Escalation Logic → If the AI is unable to answer a question confidently, the customer is seamlessly transferred to a human agent. If no agent is available, the system automatically triggers an email follow-up, ensuring a response within 24 hours.
By deploying an intelligent, scalable AI chatbot, the Furniture Retailer has dramatically improved its ability to serve customers at speed while simultaneously increasing quality or accuracy.
This collaboration highlights Context Data’s strength in delivering production-ready, AI-powered experiences that solve real business problems and elevate customer expectations.
