- Client
- Cartwheel
- Sector
- E-commerce
- Year
- 2025
- Timeline
- 12 weeks
- Team
- 1 designer, 2 engineers, 1 AI lead
- Services
- AI Integration, Web Development
- +24%average order value
- −31%sizing questions to support
- 92%answers rated helpful
The challenge
Shoppers left product pages to ask sizing and compatibility questions in support chat, and many never came back. Support costs rose with every campaign.
What we did
Answers from real data
The assistant only answers from Cartwheel's catalogue, size guides and past support replies, and shows where each answer came from.
Evaluate before launch
We built a test set of 400 real questions and scored every model change against it before it reached shoppers.
Recommend, don't push
Suggestions appear as a short, dismissible list next to the product, never as a pop-up.
“Clear scoping, weekly demos and code we were genuinely happy to inherit.”
Priya Nair
CTO, Cartwheel