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___ Case study

E-Commerce Brand Leverages Trusted Generative AI to Offer 20 Million Users Online Shopping Assistance

E-Commerce Brand Integrates Trusted Generative AI to Offer 20 Million Users Online Shopping Assistance
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Cdiscount Logo
iadvize logo

iAdvize has partnered with the French e-commerce leader since 2011, helping its 8 million customers with their shopping journeys through conversational assistance and boosting its online revenue. A pioneer in the use of AI on its website, Cdiscount is once again innovating with iAdvize Copilot™, the trusted generative AI developed by iAdvize, to elevate its customer experience to a new level.

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CHALLENGES

Providing Quality Advice to Customers for a Catalog of Over 80 Million Products

Cdiscount's mission is to offer its shoppers the best promotions and meet all customers' equipment needs. To achieve this, the brand must facilitate connections between its 20 million unique monthly visitors and its 80 million products, distributed across 2,500 different categories. The brand turned to generative AI built specifically for e-commerce to conquer this challenge.

 

Starting in March 2023, Cdiscount and iAdvize jointly embarked on testing the potential of conversational generative AI capabilities. The goal was to scale their online shopping experience by providing AI assistance to their 8+ million active website visitors.

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Increase the amount of conversations fully automated by generative AI
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Achieve a conversion rate and satisfaction score equivalent to professional human agents
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Scale personalized shopping advice to increase the ROI of their conversational strategy
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Our goal was to reconcile everything—create the ability to assist our customers across the entire product catalog, do so continuously, 7 days a week and 24 hours a day, and achieve this with a strong emphasis on quality and, of course, cost control.
Antoine Pierart
Antoine Pierart
Director of Marketing & Customer Experience at Cdiscount
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SOLUTIONS

iAdvize Copilot™, The First-Of-Its-Kind Trusted Generative AI for E-Commerce

Vision alignment enabled tests to launch on Cdiscount's website just one month after the initial discussion. The brand took several key steps towards the success of this new strategy:
Ensuring the Reliability of Responses

Ensuring the Reliability of Responses

 

They fed the generative AI only product listing content, meaning they used trusted data that the brand had full control over. Cdiscount then personalized the bot by providing rules allowing the AI to adopt a tone that perfectly matches the brand voice. Additionally, the bot was configured to transfer requests to customer service agents whenever it didn’t have an answer, and detailed monitoring was put in place to track all generative AI-driven customer conversations.

Protecting Customer Data

Protecting Customer Data

 

Another crucial aspect of generative AI safety is the protection and confidentiality of data. Designed to answer product-related questions, the generative AI never processed customer data, and queries were fully encrypted. Moreover, it adhered to a strict compliance framework, including all data privacy laws like the CCPA, GDPR, and ISO 27001.

Expanding the AI Bot's Capabilities

Expanding the AI Bot's Capabilities

 

Cdiscount gradually expanded the scope of their testing by exposing the bot to more product categories. This allowed them to measure the maximum request volume the AI could handle autonomously before its response quality declined.

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RESULTS

An Autonomous Customer Support Tool That Boosts Conversion & Satisfaction

After two months of successful testing, Cdiscount saw excellent results from their generative AI pilot and decided to expand its use to new product domains, including televisions, laptops, and outdoor furniture.
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70%
CSAT score, 3x higher than previous-generation bots
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24%
conversion rate post-conversation with the AI
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40%
of conversations fully automated by the AI
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The results are exciting. In just a few weeks, AI has been able to fully handle 40% of customer conversations. The conversion rate is the same as with a human advisor, and customer satisfaction surpasses that of all decision-tree chatbots. I’m convinced that generative AI will transform customer relations, and I’m delighted that, thanks to this partnership, Cdiscount is positioning itself today with a technology that will soon be indispensable.
Antoine Pierart
Antoine Pierart
Director of Marketing & Customer Experience at Cdiscount