Case study · Retail · with Hello Agency
A gift advisor in two shopping malls
An in-store gift advisor built on a knowledge base covering the entire mall offering — a voice and chat widget, in web and kiosk versions. Three completed campaigns, with audited quality.
Hundreds of stores, one question: what should I buy as a gift?
In a shopping mall the answer to that question is the entire offering — and during a campaign you cannot scale that with people, while the visitor decides on the spot. The agency brief had a second half too: the advice has to be accurate, and it has to speak in the client’s branding and tone throughout.
A knowledge base of the whole offering, and a widget on site
- A verified, searchable knowledge base covering the malls’ entire offering — refreshed each campaign
- A voice and chat widget in the agency’s branding, with sourced answers
- Web and kiosk versions — visitors could use it on site and from home
- Measurement and a quality audit per campaign: every conversation recorded and evaluated
More accurate with every campaign
Three completed campaigns and more than a thousand measured conversations. The final campaign ran for 11 days without a break, with audited quality: 91% on-topic and 100% tone consistency. What each campaign taught us went into the next — the knowledge base and the script got sharper every time.
„Working with AI Squad showed us that voice AI is not just an enterprise topic. They understood agency logic quickly — that we speak on behalf of our clients, and that this takes more than technology, it takes understanding the context. The result is something we can confidently recommend to our own clients.”