topbar banner
___ Case Study

Sporting Goods Retailer Increases its E-commerce Automation with AI Shopping Assistant

Deporvillage header image
v
deporvillage-logo (1)
iadvize logo

Facing a growing volume of customer inquiries, Spanish sporting goods retailer, Deporvillage, integrated iAdvize’s generative AI-powered shopping assistant to automate a portion of their interactions with online shoppers. This customer solution has enabled the brand to support the growth of its nine e-commerce websites.

v

CHALLENGES

Automating the Customer Experience While Maintaining High-quality Service

After launching its first website in Spain in 2010, the retailer quickly expanded internationally and now has e-commerce websites across Italy, France, Portugal, Germany, the United Kingdom, Denmark, the Netherlands, and Poland. Along with this growth came a surge in requests from online shoppers. 

Before partnering with iAdvize, the brand’s customer service teams were limited by a standard CRM system and no automation options, which led to an overwhelming volume of tickets and, as a result, longer response times. 

Faced with this increasing demand for support and difficulty managing customer request volume, Deporvillage knew they needed a solution that could:

➡️
Quickly handle recurring requests to free up customer service agents.
➡️
Improve customer satisfaction by reducing response times.
➡️
Increase online sales while optimizing operational costs.
”
Initially, we were looking for a solution to enhance the chat channel while introducing AI. The prospect of having an AI assistant that could quickly be operational is ultimately what convinced us.
Claudia Jimenez
Claudia Jimenez
Product Operations Manager at Deporvillage
v

solutions

An AI-powered Shopping Assistant to Level-up Deporvillage’s E-commerce Search Experience

Deporvillage implemented iAdvize Copilot™ to assist online visitors throughout their shopping journeys with instant, tailored answers to product-related questions. This improvement in their product discovery process also increased their conversion rate across all website pages.

The AI shopping assistant guides shoppers through each step of the buyer journey, and will seamlessly transfer the conversation to a customer service agent if the customer wants to speak to a human. On the agent side, iAdvize’s AI-powered agent desk helps the team cut down their response time by providing instant, accurate response suggestions that are created only from the brand’s pre-approved data sources.

The AI assistant’s implementation process was quick and easy. There was no prior training required for it to get started, and the team’s only task was to provide the data sources they’d like it to pull from.
Targeting and Personalization

Targeting and Personalization

 

Having nine websites, each with an AI assistant tailored to individual sports categories, the brand’s strategy was highly segmented. The assistants are designed to meet the specific needs of customers based on the product category they’re browsing. This has improved conversation accuracy and maximized conversion potential.

FAQ Automation

FAQ Automation

 

Deporvillage used the AI to automate its FAQ-related questions—like return policies or shipping options—which reduced response times and freed up agents to handle more complex requests. 

Knowledge Optimization
Knowledge Optimization

All of the brand’s touchpoints—whether AI or human—share a consolidated knowledge base to ensure that the product information being relayed to shoppers is always consistent. Deporvillage teams are also able to continually optimize the AI to improve the accuracy of its responses.
v

results

E-commerce Performance That Exceeds

Shopper Expectations

Deporvillage achieved a significant milestone in improving their online customer journey and e-commerce performance through the addition of iAdvize Copilot™ on their product pages. With more automated conversations and 24/7 tailored assistance, the brand’s websites now offer a smoother, faster, and hyper-personalized experience for every visitor.

The brand has also implemented a strategy of redirecting calls and emails to instant messaging, enabling customer queries to be handled more efficiently. Now, if a delivery is delayed, the customer is invited to continue the conversation via chat or WhatsApp, ensuring a quicker resolution time.
🛒
Sales Boost
22%
conversion rate on fully automated conversations
44%
increase in average order value with the AI assistant
💰
Revenue Growth
$20
generated per conversation with the AI assistant (on average)
🤖
Automation
79%
of site visitor interactions automated by the AI assistant
”
If we look back a year ago, we’ve become a different company in terms of customer experience, and that’s largely thanks to iAdvize.
Claudia Jimenez
Claudia Jimenez
Product Operations Manager at Deporvillage



looking ahead

A Focus on Innovation and Customer Engagement

Deporvillage isn’t done innovating. The team plans to roll out new generative AI-powered features to offer an even smoother, more deeply personalized online customer experience. The goal is to enhance their interactions with shoppers and automate more of the technical product questions they receive.

⚡
Eventually, the Deporvillage team aims to implement more of the AI’s proactive user engagement features,
like Product Recommendations and Conversation Starters, to improve how shoppers discover their products.
”
The innovations we’re considering now are large-scale projects, including product recommendations and AI-powered customer engagement formats, which are part of our broader sales growth strategy.
Claudia Jimenez
Claudia Jimenez
Product Operations Manager at Deporvillage