1) What the Customer Asked

• A customer asked Grace for wine recommendations to pair with: scallops and lobster tail.
• This is a perfect “high-intent” scenario: the customer is already planning a meal and needs a bottle that fits it.

2) What the AI Delivered (Customer-Facing)

Grace responded with three pairing options, each including:

• product name
• price
• a short pairing reason (simple, food-first language)
• and crucially: SKU numbers for each option

Grace then provided:

• the Glenmore e-commerce link, and
• a simple instruction for fast purchasing: “Paste the SKU into the site search bar for the fastest checkout.”
• This reduces the customer’s steps to: Open site → paste SKU → add to cart.

3) Proof It’s Accurate (Back-End Validation)

We validated that each recommended bottle’s:

• price matches the inventory snapshot
• and the system is pulling from the correct store’s data set

This is important because it demonstrates the bot is not “guessing” — it’s pulling from the same structured inventory snapshot the store relies on.

4) Staff Benefit: Clean Internal Handoff Summary

The workflow also generates an internal summary message for staff (if needed), showing:

• the customer name + phone
• their meal context
• the recommended products (in a neat list)

Result: if a human needs to step in, they inherit context immediately — no “start over” conversation.

6) Notes on Inventory Accuracy

As always, pricing/availability reflects the most recent inventory update (typically Friday). The e-commerce site remains the most accurate real-time check.

Scallops and Lobster Tails. Press play to listen

Our new reformatted message that includes a sku reference to insert into the 'Search' tab of the store's e-commerce website that the customer receives via text.

Management Summary (Conversion Upgrade)

This case study shows the SKU workflow working in a higher-intent, premium scenario: a customer requesting wine pairings for scallops and lobster tail. Previously, even with strong recommendations, the “last mile” to purchase still depended on the customer manually finding the correct bottle on the e-commerce site. We’ve now enabled a SKU-based shortcut inside the customer text: the sommelier sends the store e-commerce link plus each recommended product’s SKU, allowing the customer to paste the SKU into the site search bar and pull up the exact product instantly. This reduces friction, speeds checkout, strengthens the customer experience, and directly supports our goal of increasing e-commerce sales — while remaining scalable across all stores and assistants (chat, voice, and sommelier follow-ups).