spotKey results
Key results for a furniture retailer
Measured in AskSpot over a 30-day window. A furniture purchase is a considered one – few chats end in an instant checkout, but each order is a high-value piece, and the Agent settles most of the questions on its own.
€35,000
in chat-driven orders a month
9.8%
of chats add an item to the cart
4.1%
of chats end in a purchase
67%
of chats resolved with no human
“I really like how easy it was to configure and launch AskSpot. … It presents products nicely, it features the most important product attributes, and the add to cart button within the chat really helps shorten the customer’s purchase journey. The AI quickly finds and suggests the best product to customers, saving a lot of time compared to humans.”
Before AskSpot
A sofa is bought with questions, not clicks
A sofa, a bed or a dining set is not an impulse buy. Before anyone commits, they want to know the same handful of things: is it in stock, is it online or in the Limerick or Dublin store, what is it made of, will it come assembled, and when can it actually be delivered or collected. With a range sold both online and across a network of physical stores, the answer often depends on which store – and that is exactly what a product page cannot tell you.
And those questions do not keep shop hours. Two in three arrive after the stores have closed – evenings and weekends, when a couple is finally sitting down to plan the room. Without someone to answer, a considered purchase stalls at the product page, or waits for a call the next day that may never come.
What decides the sale
stock & delivery
Depends on
which store
When it’s asked
after hours
Help after closing
none
Rollout
How EZ Living rolled out AI chat
One module, three jobs, in the order a furniture purchase actually happens: find it and check it’s in stock, settle the specs and the right piece, then get it home.
Step 01
Stock across web and 22 stores
Is it available, and where
Live stock was connected across the online catalogue and the store network, so the Agent can answer “is the Harper in the Limerick store?” with a real yes or no, surface an in-stock colour, and point a shopper to click-and-collect in Dublin instead of an out-of-stock line online.
What shoppers ask
- Is the Harper 3-seater in the Limerick store?
- Do you have other colour options for the Vancouver sofa?
- Can I collect this from the Dublin store this week?
Step 02
Materials, dimensions and the right piece
Specs and a considered recommendation
The catalogue was indexed on the details that decide a furniture purchase – frame and leg materials, dimensions, stain resistance, whether a bed splits or a sofa converts – so the Agent answers the spec question and recommends the piece that actually fits the need.
What shoppers ask
- What are the top and legs of this table made of?
- A king bed that can split into two singles?
- This sofa bed – how long is it?
Step 03
Assembly, delivery and collection
Getting it home
Delivery, collection and assembly details were wired in, so “when can I expect it?” returns a real lead time and a date to book, “does it come assembled?” is answered per product, and a mattress order comes with old-mattress removal – the practical questions that decide whether the order gets placed tonight.
What shoppers ask
- Does the Elk dining chair come assembled?
- If I order this bed today, when can I expect delivery?
- Does this come with a mattress, and can you take my old one?
Around the clock
Your busiest hours aren't nine to five
Each bar is the share of chats by hour of day, in local time. The shaded window is when a typical team is at their desks. Everything outside it is the agent working a shift no one else is on.
From real conversations
What EZ Living shoppers actually ask
Almost every chat is one job: is this piece right for me, and can I get it. Availability and stock lead – is it online, is it in the Limerick or Dublin store – then specs and materials, then which piece to choose, then delivery and collection. A furniture purchase is considered, and two-thirds of it happens after the shop floor has closed.
Based on tagged conversations over 30 days · about 8 messages each · 67% arriving outside business hours.
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