🍷 Case Study #3 – “I Got the Perfect Wine in Under 3 Minutes”

Live Voice Chat with Emily, ARC’s AI Wine Expert

Topic: Wine Pairing – Scallops and Poached Salmon

When Andrew called ARC Liquor looking for a white wine to complement his scallop and seafood dinner, he was assisted by Emily, ARC’s AI-powered Digital Sommelier. In under three minutes, Emily asked the right questions, stayed within a $28 budget, and curated three wine suggestions — each with tailored tasting notes and verified store availability.

She followed up via text with the shortlist, invited a selection reply, and automatically alerted ARC staff to set the chosen bottle aside. No pressure. No waiting. Just helpful, human-feeling service that turned a casual question into a confirmed in-store pickup.



Why This Matters:


  • Proves that AI can guide a purchase decision from first question to confirmed order—without human intervention
  • Delivers pairing advice that’s both knowledgeable and approachable, boosting trust in the brand
  • Eliminates friction for shoppers unsure what to buy—especially for food & wine occasions
  • Connects product knowledge with inventory in real time—no more “sorry, we’re out” moments
  • Shows how personalized follow-up can gently nudge a sale without pressure

This seamless interaction turns a casual inquiry into a confident purchase—proving that with the right AI, every customer can feel like a VIP.



📦 Behind the Scenes: What Made It Work

From AI prompt to internal notification, here’s what was automatically captured and actioned in the system:

  • 🧠 Customer Intent: Wine for seafood under $28
  • 📋 Tasting Profile Tags: Light, crisp / Bright acidity / Smooth texture
  • 🛒 Inventory Crosscheck: Confirmed Colle Corviano as in-stock
  • 📞 Call Duration: 2 min 35 sec
  • 📥 Response Time: Full purchase confirmed in under 40 minutes
  • 🔁 Logged Notes: Auto-saved to customer CRM file


Key Benefit Business Impact
🧠 Smart Suggestions Reduces staff time and increases customer confidence
🛍️ Inventory-Aware Ensures recommended products are in stock and ready
💬 Personalized Follow-Up Drives faster conversions without feeling pushy
⏱️ Real-Time Service Delivers expert-level answers in under 3 minutes
🔁 Scalable Experience Can be replicated across wines, whiskies, and events


🔁 Scale This Across the Shelf

This one interaction proves how Emily isn’t just helpful — she’s a scalable sales solution. The same format can be used for:

  • 🥩 Steak dinners → full-bodied reds
  • 🍣 Sushi nights → dry Rieslings or sparkling options
  • 🎁 Gift ideas → price-tiered suggestions with store availability
  • 🥃 Premium whisky → matched by flavor notes or glassware


✅ Outcome Summary

  • Customer: Engaged, guided, and converted via text
  • Wine Sold: 8th Generation Riesling 2024
  • Time to Sale: < 40 minutes from call to commitment
  • Staff Involved: 0
  • Potential for Repeat Use: High


This is just an example that I created to show the potential



See It In Action:


Here’s how Emily’s interaction unfolded — from the live response to the confirmed sale:

  • ✅ Customer Inquiry → 📞 Live AI Call
  • 🍷 Wine Recommendations → 📲 SMS Follow-Up
  • 🛍️ Selection Made → 📦 Inventory Reserved
  • 🧠 CRM Updated → 🔄 Staff Notified

Visual proof that Emily doesn’t just assist — she converts.

image of an email that the AI sent to the store manager.

Hi Andrew — Emily here, ARC’s Digital Sommelier 🍷

Here are three wines that pair beautifully with your meal, Scallops and seafood dish:

  • Colle Corviano Pinot Grigio Colline Pescaresi – $15.99 – Light and crisp, perfect for delicate seafood flavors.
  • 8th Generation Classic Riesling 2024 – $24.89 – Bright acidity complements scallops beautifully.
  • Zinck Pinot Blanc – $21.99 – Smooth texture, ideal for seafood dishes.

Which one should I set aside for pickup? Reply 1, 2, or 3.

Quick note: availability/pricing are based on our last inventory update (usually Friday) and we’ll confirm before you come in.

ARC Liquor on Harvey Ave
1973 Harvey Ave, Kelowna, V1Y 6G5
Call: (236) 420-4060




Press play to listen





image of an excerpt taken from the csv file which shows product availability and price

another image of an excerpt taken from the csv file which shows product availability and price

and another image of an excerpt taken from the csv file which shows product availability and price

last one another image of an excerpt taken from the csv file which shows product availability and price



image of an email that the AI sent to the store manager.


image of an email that the AI sent to the store manager.

From: ARC Liquor Store on Harvey

Hi Product Manager

Customer Andrew, on
(250) 575-1926

Here is a summary of the conversation with our Emily the Sommelier for your reference:

  • Colle Corviano Pinot Grigio Colline Pescaresi — Light and crisp, perfect for delicate seafood flavors.
  • 8th Generation Classic Riesling 2024 — Bright acidity complements scallops beautifully.
  • Zinck Pinot Blanc — Smooth texture, ideal for seafood dishes.

Emily
Digital Sommelier
ARC Liquor Store on Harvey Ave
Check notes for insights.

image of an email that the AI sent to the store manager.
image of an email that the AI sent to the store manager.


image of a transcript AI sent to the store manager.


📌 What This Means for ARC Liquor

This interaction shows more than just technology — it demonstrates a *strategic opportunity* to elevate the customer experience while generating real business value. What we’ve achieved with Emily goes beyond basic recommendations. It proves that AI can:

  • Understand nuanced, natural voice requests just like a human sommelier would.
  • Provide expert-level wine pairing advice that’s tailored to both palate and price.
  • Convert inquiries into confirmed sales through seamless follow-up and reservation workflow.
  • Integrate with inventory in real time to ensure recommendations are not just aspirational — they’re actual products customers can buy.
  • Operate at scale, 24/7 without adding staff overhead.

But beyond the technical capability, this case study reveals something deeper: customers feel understood and confident. A casual question turns into an engaged experience that feels personal and helpful, not automated or generic. That emotional connection builds trust — and *trust drives sales.*

That’s why this isn’t just a feature — it’s a *strategic differentiator.* ARC Liquor becomes more than a store. It becomes a trusted resource, an expert guide, and a destination customers *want to return to.*

And because the model can be extended beyond wine — to spirits, premium whiskies, gift pairing, events, and more — this isn’t a one‑off success. It’s a blueprint for how ARC Liquor can lead with technology while staying deeply rooted in customer experience.

In short: with Emily, we’re not just answering questions — we’re building relationships, increasing conversions, and defining the future of retail engagement.