Success Story: JUMBO
Transforming Retail with AI-Powered Shopping Assistance in 83 languages
JUMBO, Switzerland’s largest home improvement retailer, faced a unique challenge: how to stay ahead in a competitive market while offering an unmatched customer experience. With more customers turning to online shopping, JUMBO needed a solution that could provide the same level of personalized service found in stores, but in a digital format.
The Challenge: Enhancing the Online Shopping Experience with AI
JUMBO was determined to lead the way in AI adoption within the retail sector. Their goal was to create a shopping environment that felt personalized and intuitive while keeping up with the rapid pace of technological advancements. The challenge lay in deploying an AI solution that could seamlessly integrate into their existing e-commerce infrastructure, deliver relevant product recommendations, and drive higher engagement.
At the same time, JUMBO needed to ensure that their solution complied with data protection regulations and delivered accurate, useful responses—something that many AI models struggle with.
The Solution: JUMBot—An AI Advisor Powered by Frontnow
In collaboration with Frontnow, JUMBO launched JUMBot, an AI-powered virtual shopping assistant, in 2023. JUMBot revolutionized how customers interacted with the online shop, offering real-time assistance that goes far beyond traditional keyword-based search functions.
JUMBot’s strength lies in its ability to understand customer needs through natural language queries. Whether answering questions like “What’s the best E-Bike for an Alpine tour?” or “What tools do I need to refresh my garden fence?”, JUMBot provides tailored advice and product recommendations. The advanced AI even asks follow-up questions to refine its suggestions, much like a knowledgeable in-store assistant.
Lorenz Würgler, Director of E-Commerce at JUMBO, emphasized the simplicity of integrating JUMBot into their platform: “We only had to update our Google Shopping feed and align with IT to allow website crawling. In no time, we had a fully functional advisor,” he explained.
The Results: Boosting Engagement and Sales
JUMBot didn’t just improve the customer experience—it delivered impressive business results. The most remarkable achievement was the 525% increase in revenue per user for those who interacted with the AI advisor compared to visitors using the usual search. The average order value also increased, and JUMBO’s bounce rate decreased by 8%pt. as more customers found exactly what they were looking for, faster..
As Würgler notes, “Of course, there’s a correlation between tool usage and purchasing likelihood. But the fact that the revenue per user increased fivefold shows that the AI works exceptionally well.” This exceptional performance earned JUMBot the prestigious title of the most innovative bot in Switzerland.
JUMBot not only provides round-the-clock customer service in 83 languages but also offers GDPR-compliant integration through Retrieval-Augmented Generation (RAG), ensuring that customer data remains protected. The result is a scalable, secure, and incredibly effective AI solution that transforms the online shopping experience.
Facts:
Advisor (05.2023-05.2024):
Revenue Per User: +525%
Basket Size: +26%
JUMBot ROI: 11.9x
Enhance (4 months after enhancing products):
Increase in Sales vs. non-Enhanced: +172%
Product Detail Page in Top 10: +43%
Of Enhanced products: 90% indexed for the first time – 40% on p1
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To find out how Frontnow can help your retail operation, visit them online or visit them in person at IRX May 13-14 where their CEO and co-founder Marc Funk is delivering a Keynote Talk: E-Commerce is dead. Long Live Experience Commerce.
