Williams-Sonoma Says AI Assistant Triples Shopper Conversion
Williams-Sonoma is deploying conversational artificial intelligence across its home-furnishings business to help customers search for products, receive buying guidance and resolve service questions through natural-language exchanges. Results from its Olive shopping assistant suggest generative AI can do more than reduce support costs: it can streamline purchasing decisions and lift digital sales, making the technology an increasingly important competitive tool for large retailers.
The company said engagement with Olive surged 700%, while revenue associated with the assistant increased 620% and shoppers using it converted at three times the previous rate. At Pottery Barn, another Williams-Sonoma brand, the Otto assistant can independently resolve 70% of customer interactions without a human agent. The figures indicate conversational AI is beginning to deliver measurable gains across both sales and customer service.
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The history behind this eventLowe’s AI Assistant Triples Online Shopper Conversion Rate
Lowe’s is moving generative AI beyond customer service and into the sales funnel through Mylow, its conversational shopping assistant. The tool helps shoppers navigate product, project and purchasing questions that can complicate home-improvement decisions. The shift matters because retailers are increasingly deploying agentic AI not merely to answer queries, but to identify customer needs and guide users toward a transaction, turning digital assistance into a measurable commerce channel.
Lowe’s said Mylow has handled more than 25 million customer questions, while online shoppers who use the assistant convert at three times the rate of typical customers. The figures provide concrete evidence that AI conversations can translate into carts and sales, rather than engagement alone. Home Depot and other retailers are rolling out similar agentic AI tools, intensifying competition to build assistants that can understand shopping intent and move consumers from a question to a completed purchase.
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