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AI-Powered E-Commerce Search Assistant for Enhanced Product Discovery & Customer Support
Problem Statement: Legacy Search Systems & Manual Support Drained Conversions
The client’s e-commerce platform relied heavily on:
This siloed environment led to:
Traditional keyword-based search
which often failed to surface relevant results—especially for technical refrigeration parts or installation guides.
which often failed to surface relevant results—especially for technical refrigeration parts or installation guides.
Human-led support
for technical queries and part matching.
for technical queries and part matching.
High cart abandonment
and poor re-engagement for customers not immediately ready to buy.
and poor re-engagement for customers not immediately ready to buy.
A lack of AI customer support automation
forcing agents to handle repetitive queries.
forcing agents to handle repetitive queries.
Solution: RAG-Based GenAI Assistant for E-Commerce
JBS deployed a Retrieval-Augmented Generation (RAG) based GenAI Assistant, purpose-built as an AI-powered e-commerce search assistant to modernize the entire customer interaction lifecycle.
Natural Language Product Search
Customers now use conversational queries to find products—powered by NLP and intelligent vector search.
Customers now use conversational queries to find products—powered by NLP and intelligent vector search.
DIY Self-Service Assistance
Shoppers get real-time, step-by-step help from the GenAI assistant on installation, compatibility, and product details—without agent escalation.
Shoppers get real-time, step-by-step help from the GenAI assistant on installation, compatibility, and product details—without agent escalation.
Cart Retargeting via AI
Abandoned cart behavior is addressed by automated, contextual prompts and offers, improving conversion rates.
Abandoned cart behavior is addressed by automated, contextual prompts and offers, improving conversion rates.
Agent Augmentation
Human support teams now use GenAI tools for advanced, high-value cases—boosting efficiency and satisfaction.
Human support teams now use GenAI tools for advanced, high-value cases—boosting efficiency and satisfaction.
Business Benefits
Search Accuracy
92%+ precision on product searches using natural language
Query Response Time
<8 seconds across all product classes
Cart Abandonment
17% reduction among pilot users
Conversions
Notable lift in “Add to Cart” and checkout completions
Customer Satisfaction
Marked increase due to faster answers and seamless DIY support
Operational Efficiency
Support agents reallocated to complex escalations, reducing response time
Technology Stack & Architecture (GCP)
Data Sources
Ingests product manuals, catalogs, guides in PDF, JSON, CSV, Excel formats.
Extraction & Processing
Uses Gemini OCR and PDF parsers for content conversion.
Data Embedding & Storage
Embedded into BigQuery vector DB for semantic search.
User Interface
Chat-based UI powered by Gemini LLM, secured with Cloud IAM.
Backend Orchestration
Built with Cloud Functions, Cloud Run, Cloud Endpoints.
CI/CD & Deployment
Cloud Deploy, Docker, Artifact Registry.
Ready to Revolutionize Your Energy Support Ops?
Empower your teams with customer care automation services built for the energy industry. Whether you aim to boost CSAT, reduce churn, or unlock new revenue streams—JBS has the AI framework to deliver.
Contact our AI Automation Experts to schedule a free consultation.
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Karnataka – 560043
OMBR Layout, Banaswadi, Bengaluru,
Karnataka – 560043
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Telangana – 500081
Telangana – 500081
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