Case Study
Retail Tech Brand Rolls Out Immersive CX and GenAI to Attract 15 K+ Subscribers
About the Client
Our client is a leading retail-tech brand pioneering the future of beauty retail. They revolutionize the way customers experience beauty shopping by integrating technologies such as artificial intelligence (AI), augmented reality (AR), and virtual reality (VR) with real-world connections. They integrate social connections and generative AI to transform their e-commerce platform into an interactive, community-oriented, first-of-its-kind beauty shopping experience.
Business Needs
As an ambitious, self-funded startup established in 2020, the retail-tech brand is continuously innovating to provide their customers with an immersive retail shopping experience. They aimed to build a comprehensive multiplatform metaverse application to offer innovative ways to explore beauty and build a like-minded community. The first version of their metaverse experience, created using panoramic images, offered a passive walkthrough and needed an upgrade to support interactivity for a fully immersive experience.
The upgrade required a solution that could comprehend a wide array of customer preferences and skin types to deliver precise and personalized product recommendations. It also needed to:
- Understand ad-hoc queries while maintaining quality responses and brand-consistent communications across platforms.
- Ensure smooth and innovative user interaction in the virtual space.
- Be engaging, supportive, and user-friendly.
To meet their goals, the retail tech brand chose Trigent as their trusted tech partner to provide expert tech skills, work with their in-house team, expedite the development, and reduce time-to-market.
Trigent Solution
Trigent’s ninja team judiciously worked with the customer to understand their existing systems, business needs, and expected user behavior. Trigent’s product studio enabled the retail tech brand to develop a comprehensive, multiplatform, metaverse application. Our team used Unity 3D to create the solution framework to ensure compatibility across Quest Store, iOS, Android, Oculus, and XR platforms. Key features of the application included virtual users’ identity management, behavior tracking, and multiplayer functionalities with VR and touch interactions to further enhance customer experience (CX).
Leveraging generative AI for the ultimate immersive experience
Right at the outset, our team emphasized the need for AI integration into the metaverse application to enable a conversational interaction for virtual shoppers.
Trigent AXLR8 Labs developed a Gen AI-driven chatbot. Our technical and domain expertise helped the client ensure a harmonious integration of ethical and responsible AI with the application.
Using data from real-world interactions and OpenAI APIs, we trained the GPT3.5 turbo LLM with insights on user expectations, product information, and targeted recommendations. Prompt engineering allowed shoppers to receive conversational, human-like responses to their questions about products and skin care using natural language. Context-aware interactions allowed the chatbot to understand partial queries, refine the responses, and personalize the messages.
Retrieval-augmented generation (RAG) used vector databases to combine search retrieval and generative AI technologies. It augmented the chatbot with natural language conversational ability for human-like dialogues with shoppers. Every consumer was thus assisted by a dedicated virtual agent who ‘conversed’ with them and offered relevant choices of products with personalized recommendations.
Here’s a look at how the AI chatbot enhanced the metaverse application. It:
- Enabled personalized interactions that increased time spent by the customer within the virtual space
- Tailored recommendations that translated into higher conversion rates
- Drove quick responses that enhanced overall customer satisfaction
- Reduced workload, freeing up employees’ time for strategic activities
Client Benefits
The interactive metaverse app, with the generative AI chatbot as its backbone, empowered the organization to implement:
- GenAI driven chatbots with the ability for context-aware conversations
- A multichannel application that works across Quest Store, iOS, Android, Oculus, and XR platforms
- An interactive product experience with VR and metaverse, a welcome change from a simple walkthrough
- CX innovation and simultaneous roll out to 15K+ shoppers
Technology Stack
