AI startup Waddle announced on the 16th that it is supplying its conversational AI agent solution 'Gentoo' to Gonggujangter, a shopping mall specializing in tools and industrial supplies, and providing real-time customer consultation services specialized in the tool and equipment sector.
The tool marketplace handles approximately 20,000 products, and due to the wide variety of specifications and standards, it has been difficult to respond immediately to customer inquiries. Consequently, after reviewing various AI-based solutions, we decided to adopt Gentoo to enhance product guidance and recommendation functions.
Gentoo plays the role of recommending suitable tools and equipment by analyzing the situations and requirements of users, including corporate clients, business owners, and general buyers, at the tool marketplace. Considering the characteristics of tool products, which often involve complex specifications and numerous items for comparison, the workload is divided so that AI handles initial consultations, allowing sales representatives to focus on verifying quotes and the final purchase stage.
In addition, Gonggujangter enhanced service accessibility to enable customers to easily utilize the consultation window by placing a Gentoo introduction banner on the main screen of its shopping mall and separately organizing an 'AI Search' menu near the search bar.
Since the introduction of Gentoo, the tool market has been handling an average of over 1,500 valid customer inquiries per month, and is increasing work efficiency by utilizing accumulated consultation data for product planning and establishing marketing strategies.
Gentoo is a multi-agent-based SaaS solution that initiates consultations via a floating button when a customer is considering a purchase on an online shopping mall, analyzes their purchase intent, and recommends products. The service has been effective in increasing the average purchase conversion rate by approximately 13%, and the cumulative number of consultation responses has exceeded 2 million. It is currently being utilized by over 50 global companies, including Agabang & Company, Ivana Helsinki, and E-Ballet Shop.
Jeong Geun-jeong, manager of the Tool Marketplace, said, “Previously, it was difficult to provide guidance tailored to individual customer situations due to the large number of products and complex specifications, but since the introduction of Gentoo, tool recommendations that meet various customer conditions are being carried out more efficiently.”
"The case of Gonggujangter goes beyond simply adopting AI solutions; it is an example of actively integrating and utilizing them to suit the shopping mall environment," explained Cho Yong-won, co-founder of Wadle and head of the U.S. subsidiary. "It demonstrates that even in specialized shopping malls with complex specifications, AI consultation services can contribute to improving customer experience and enhancing customer support efficiency."
Recently, the adoption of conversational AI agents is rapidly expanding in the retail and e-commerce industries to automate customer consultations and improve purchase conversion rates.
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