Case study

"AI Shopping Assistant handles 70% of our customer inquiries and increases average order value by 20%."

Petr Smékal, E-commerce and Customer Care Specialist at Pidilidi, children's clothing and footwear online store

70%

of inquiries resolved by AI

25%

increase in chat-driven sales

20%

average order value sold via AI

Goal

As Pidilidi’s e-commerce operations expanded across multiple countries, they faced increasing pressure on their customer service team, especially during peak seasons. While they previously used live chat and a button-based chatbot, they needed a more efficient solution that could handle customer inquiries naturally and scale across multiple languages, even outside working hours.

As their business expanded internationally, Pidilidi faced a crucial challenge: how to maintain exceptional customer service while scaling across multiple markets. Their mission was clear – they needed an innovative solution that could handle round-the-clock customer support in various languages, particularly during intense seasonal peaks when their team was at maximum capacity.

By automating responses to common questions, they aimed to free up their customer service team for more complex interactions while boosting sales through more responsive customer engagement.

The solution needed to be sophisticated enough to maintain their high standards of customer care, yet flexible enough to adapt to their growing business needs.

The online store Pidilidi has been a trusted name in children's and infant textiles since 2006. Starting with infant clothing up to 24 months, they've expanded to include children's clothing up to age 7, hosiery, caps, rainwear, boots, and toys. Recently, they've added women's and men's footwear to their portfolio. With over 2,500 products and more than 1,000 retailers across the Czech Republic and Slovakia, they've established themselves as a trusted brand in children's wear.

"Mira AI is a tremendous help for us, especially during peak season when my colleagues and I can't handle all the inquiries. The fact it increased sales and average order value is amazing on its own."

Petr Smékal, E-commerce and Customer Care Specialist at Pidilidi

Pidilidi’s approach and the key features they use

Mira AI Shopping Assistant

The implementation of Smartsupp’s AI Shopping Assistant transformed how Pidilidi interacts with its customers online. Unlike the previous button-based chatbot, AI offers a natural, conversation-style shopping experience that is more personal and engaging for customers. This shift from “mechanical” interactions to fluid conversations has significantly improved customer satisfaction and engagement.

At Pidilidi, the AI assistant expertly guides customers through their extensive catalog of over 2,500 products, helping them find exactly what they need. Whether parents are looking for the right size of children’s boots or searching for specific clothing items, Mira AI Shopping Assistant provides detailed, accurate information instantly.

One of the most significant advantages is Mira AI’s ability to handle the most common customer inquiries about sizing and returns. The AI provides precise and detailed guidance on selecting the right size for different age groups and offers clear information about the return process, addressing two of the most crucial aspects of e-commerce, especially online clothing retail.

Custom Replies

While the AI performs well with general inquiries, Pidilidi found that certain questions required more specific, standardized responses.

The implementation of the custom replies feature has significantly improved the quality of responses, particularly for common questions about shoe sizes, clothing sizes, and return policies. This feature allows them to maintain consistent and accurate information across all customer interactions no matter when they happen, and in which language.

Multi-language Support

One of the key advantages of implementing Mira AI Shopping Assistant was its ability to communicate in multiple languages.

The AI chatbot serves customers in four languages simultaneously - Czech, Slovak, Hungarian, and Romanian - enabling Pidilidi to provide consistent customer service across all their markets.

languages used by AI shopping assistant in CZ, SK, HU RO web mutations

web-scraped pages were used so that AI can give the most precise answers

85%

of customer care activities handled autonomously by AI Shopping Assistant

conversations (or less) per month need to be solved by live chat after using AI

Conclusion

The implementation of Mira AI has fundamentally transformed Pidilidi’s approach to customer service and e-commerce operations. What began as an experiment in AI-driven customer support has evolved into an important part of their communication, serving customers seamlessly across four different languages and multiple markets.

By successfully automating 85% of customer care activities, Pidilidi has dramatically reduced the pressure on their human support, particularly during crucial peak seasons.

AI Shopping Assistant enriched with knowledge from nine integrated web sources and product feed, ensures that customers receive accurate, consistent information around the clock. This has resulted in a remarkable efficiency gain, with only 50 conversations per month now requiring human intervention.

The natural, conversational interface of the AI assistants provides quick, accurate responses to customer inquiries about their products, ranging from children’s clothing, footwear to toys.

Will you be the next online store success with Smartsupp? If you have a customer success story with us, please don’t hesitate to reach out. If you are interested in measuring your results with Smartsupp and would like to receive a free Google Analytics template, please send an email to mkt@smartsupp.com.

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