Four languages, one catalogue, replies in minutes.

Customers asked whether an item was in stock, whether it fitted what they already owned, and how long delivery would take. Each of those answers sat in the catalogue, and each one required a person to open it, read it and translate it.

At peak the queue grew faster than it cleared. Replies that arrived a day later arrived after the customer had bought elsewhere, and the German and Italian queues were consistently the slowest because fewer people could clear them.

The work being repeated was lookup and translation. That is the work the system took.

The catalogue already held every answer. What was missing was a way to read it in four languages at once.

WORKFLOW AUDIT, WEEK 1

The assistant queries the live catalogue at the moment of the question. Stock, specification and compatibility come back from the same source the storefront uses, so the answer cannot contradict the product page.

It replies in the language the customer wrote in, across English, German, French and Italian. Where a question involves a price exception, a bulk order or a return, it collects the detail and passes it to the team rather than answering.

Where a person stays in control

• Price exceptions, bulk enquiries and returns are escalated, never answered by the system.
• The team can see every conversation and take it over mid-thread.
• Product claims come from catalogue fields only. The assistant does not generate specification it cannot cite.