spotIndustry
Scale
Europe's largest airsoft & tactical retailer
Modules
Languages
8
Integrations
Magento
Implementation results
Key results for an airsoft & tactical store
AI chat across three domains and eight shopper languages – measurable effects in support and sales.
61%
product recommendation click-through in AI conversations
26%
add-to-cart rate after a chat interaction
72%
of chats resolved
4.1/5
average customer rating (1–5)
“Thanks to precise, contextual answers and recommendations of alternatives, we’ve partly reduced the volume of repetitive queries to the team, which has meant faster handling of the cases that require a human and a better customer experience. The Freshdesk integration streamlined routing and escalations, and the quality analytics let us measure the impact on conversion and operating costs.
I recommend AskSpot as a solution that pairs fast deployment with a measurable business effect.”
Before AskSpot
Key problems and processes we solved
Militaria.pl sells across a broad network of domains – Militaria.pl (in Polish, Ukrainian and English), MILITARY.PL and MILITARY.EU, which serves customers in the EU, the UK and Ukraine – as well as through marketplaces and a network of brick-and-mortar stores with expert advice. The company has always put quality customer service first, backed by many positive reviews, and a wide assortment: shooting, self-defence, outdoor and tactical apparel, with products available without a permit.
Buying tactical gear is not a trivial purchase – choosing the right equipment raises plenty of questions about weight, dimensions, material and compatibility with other products. An AI Agent that knows the product turns out to be invaluable in the buying process. Clearing up doubts, answering instantly and advising so the shopper can make a choice and find the right product – that is where AskSpot excels, 24/7.
A key AskSpot capability is multilingual support, whatever the context. An English-speaking shopper asking on the Polish domain Militaria.pl and a French-speaking shopper on MILITARY.EU both get their answer in their own language.
Key problems and processes we solved
- Technical product questions – specs, compatibility, instructions; the chat gives precise, contextual answers
- In-store availability – stock and pickup information for specific stores
- Finding specific products – natural-language dialogue (e.g. “tactical backpack ~30 l under €120”), attribute filtering, fast narrowing down
- Sales support – recommending alternatives for unavailable products and matching accessories (cross-sell / up-sell)
- After-sales support – order status, complaints, returns, invoices
- Multilingual complexity across many shopper languages and multiple domains
Rollout
The AI chat rollout process
Integration with the product catalogue (delivered, for example, through a product feed) and close collaboration with the Militaria.pl team to define how the Agent behaves were key to reaching these results.
Step 01
Catalogue sync & knowledge base setup
An iterative approach to optimising the Agent
We first analysed and connected the client’s knowledge sources – FAQs, guides, knowledge bases and the product feed. The Militaria.pl team then tested the Agent’s behaviour and answers in detail, added more information to the knowledge base and designed new Agent behaviours, while the AskSpot team made the changes on the fly.
Stages
- Integration with the store catalogue (product feed)
- Building the first knowledge base
- Testing and extending the knowledge base
Step 02
Launch & rollout to more markets
One Agent per storefront
The Agent went live on one domain first. After collecting feedback from the team and from shoppers, we made improvements and then rolled the Agent out to the remaining domains.
Stages
- Launching the Agent on Militaria.pl
- Conversation analysis, feedback, improvements
- Rollout to the other domains (MILITARY.EU, MILITARY.PL)
Step 03
Order API integration
Order status, parcel tracking (WISMO)
Some questions about order status or parcel tracking are resolved thanks to a simple integration with Magento – returning the order information.
What shoppers ask
- Has my payment gone through?
- Have you shipped my order yet?
- When can I pick up my order?
From real conversations
What Militaria.pl shoppers actually ask
Almost a third of every question is a specification – weight, dimensions, materials, muzzle velocity, what a mount will and won't take.
Based on tagged conversations over 30 days.
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