Emily Voice
Wine pairing call, customer preference capture and post-call SMS with recommendations.
ARC Liquor • Harvey Ave • AI Gold Standard
The Harvey AI Store Experience
Voice, chat, wine guidance, product lookup, online pickup and Product Finder tools working together to create a more customer-focused shopping experience.
One store. Four AI customer touchpoints.
Harvey shows how ARC can combine people, product data and modern AI to support customers before they phone, travel or place an online pickup order.
EmilyVoice & Chat Sommelier
AliciaVoice & Chat Product Assistant
Built Around the Customer
AI that supports better service, not technology for technology’s sake.
ARC wants to deliver one of the best shopping experiences in the industry. In a busy retail store, every call and every product question cannot always be answered instantly by a team member.
That is where the Harvey AI Store Experience fits. It gives customers another helpful path for product checks, wine recommendations, online pickup links and self-serve inventory browsing.
4AI assistant experiences
3,610Harvey Product Finder items
24/7Customer self-serve support path
6ARC stores to standardize next
Meet the Assistants
Emily guides wine decisions. Alicia handles practical product checks.
Together, they show how ARC can help customers before they visit the store, while giving staff more breathing room during busy periods.
Voice Sommelier
Chat Sommelier
Emily Chat
Meal pairings, special occasion recommendations and dessert wine guidance.
Voice Product Lookup
Alicia Voice
Phone product enquiries with post-call SMS and internal manager visibility.
Chat Product Assistant
Alicia Chat
Website product checks across beer, wine, spirits, cider, coolers and related items.
Proof in Action
Five practical demos from the Harvey AI assistant system.
Each example is built around a realistic customer need: choosing wine, checking products, getting pickup links, or avoiding an unnecessary phone call.
Demo 1 • Emily Chat
Dinner pairing: mushroom & garlic pasta
Emily helps a customer choose wines for dinner using confirmed Harvey wine rows, pairing notes, guide prices, SKUs and online pickup links.
Why it matters: A customer who might have phoned the store for wine advice now receives a helpful first recommendation online.
What Emily demonstrates
Meal understanding, budget awareness, real product recommendations, pairing guidance and a clean path to online pickup.
Customer asks for mushroom and garlic pasta recommendations.
Emily recommends confirmed Harvey wines.
Product rows and pickup link support the customer journey.
Pairing notes help the customer understand the choice.
Follow-up questions continue naturally.
Demo 2 • Emily Chat
Special occasion: rib eye, yam fries & crème brûlée
Emily handles a richer customer request: two local wines, one Italian option, a premium budget and a dessert wine pairing.
Why it matters: This is guided shopping, not just search. Emily turns a meal and occasion into a more confident purchase path.
Customer experience
The customer moves from main-course pairing to dessert wine without starting over. Emily keeps the conversation warm and useful.
Premium dinner question with budget and occasion.
Emily separates local and Italian options.
Confirmed product details support the advice.
Customer accepts dessert pairing idea.
Dessert wines complete the meal journey.
Demo 3 • Emily Voice
Voice recommendation + post-call SMS
A customer calls Emily for wine recommendations. Emily captures the request, prepares a post-call SMS, and creates a record of the interaction.
Emily voice demo audio
What this proves
Voice AI can provide useful wine support when staff are unavailable, then follow up with a structured SMS customers can use for pickup.
Call recording creates proof of the interaction.
Customer-facing recommendation text.
Internal call note captures the conversation.
Captured fields show wine, price, SKU and preferences.
Demo 4 • Alicia Voice
Phone product lookup + post-call SMS
A customer calls Alicia asking about several products. Alicia checks product details, prepares a customer SMS, and keeps a manager-visible record.
Alicia voice demo audio
What this proves
AI can support real product calls, capture useful data, and guide customers to online pickup without tying up the store phone.
Customer call and product SMS proof.
Call summary captures the enquiry.
Product SMS Body field stores customer message.
Internal summary supports store visibility.
Demo 5 • Alicia Chat
Small get-together shopping list
Alicia checks Stella Artois, 33 Acres of Sunshine, and Don Fulano Reposado, then gives the customer online pickup and Product Finder links.
Why it matters: This is a normal customer use case. Alicia helps someone check before travelling instead of phoning the store.
What Alicia demonstrates
Product lookup, guide pricing, SKU, stock snapshot wording, low-stock guidance, follow-up continuity and self-serve links.
Alicia explains how she can help.
Customer asks about a shopping list.
Alicia returns product facts.
Customer adds Don Fulano. Low-stock guidance supports the purchase decision.
Alicia gives online pickup and Product Finder links.
The Product Finder
The self-serve inventory tool that connects the system.
The Harvey Product Finder helps customers browse current inventory by product name, brand, SKU, size or category. It also gives the assistants a safe customer-facing fallback when a product cannot be confidently confirmed.
Search by SKU
Customers can paste a SKU for quick product lookup.
Browse by category
Beer, wine, spirits, coolers and cider are all visible in one place.
Safe AI fallback
When a bot cannot confirm a match, the Product Finder keeps the journey moving.
Customer Journey
From question to confident next step.
The goal is not to replace store knowledge. The goal is to extend it.
01Customer has a question
02Voice or chat assistant responds
03Trusted inventory data is checked
04Customer receives product or pairing guidance
05Product Finder and online pickup support the next step
06Staff focus on in-store and complex service
The Baton
Building toward consistency across every ARC store.
Harvey is the current benchmark, but the goal is much bigger than one store.
Zia helped prove the sommelier model. Emily carried the baton forward and refined it. Alicia helped prove the product assistant model. Each future assistant can inherit the lessons, improve the standard, and pass the baton again.
The new ARC Gold Standard
Helpful. Accurate. Customer-focused. Staff-supportive. Repeatable across every store.
This is how ARC moves toward consistency, reliability and better customer service across all six locations.