Enhancing Customer Experience with Generative AI in Retail
At a glance
CLIENT
Electronics retailer
SERVICE
- Generative AI advisory, customer service transformation, AI strategy
INDUSTRY
- Retail, Consumer Electronics
A regional electronics retailer with 15,000 employees and a network of 800 stores across North America struggled with growing customer service demand. Traditional call centers were overwhelmed, and fragmented online support limited customer satisfaction.
LeanCoded designed a tailored generative AI consulting program, introducing digital assistants to handle routine requests, guide customers through troubleshooting, and personalize online journeys. This shift reduced wait times, freed human agents for complex cases, and improved service quality.
Building a Smarter Support Model
LeanCoded launched an AI-powered customer support platform, trained on thousands of product manuals, FAQs, and service histories. The system automated responses for warranty inquiries, product setup, and troubleshooting, cutting average response times by 40%.
The initiative also improved agent productivity: repetitive requests dropped by 30%, allowing staff to focus on high-value interactions.
To ensure sustainable results, LeanCoded established a governance framework for responsible AI adoption, covering compliance, data privacy, and ongoing model training. Within one year, customer satisfaction scores increased by 18%, proving that generative AI advisory services can deliver measurable impact for retailers.
Strategic Business Impact
The transformation demonstrated that generative AI consulting is not limited to cost reduction. By integrating AI into customer journeys, the retailer created a scalable digital product that drives engagement, loyalty, and repeat purchases.
40% faster response times
30% fewer repetitive requests for human agents
18% increase in customer satisfaction
AI governance for compliance and privacy
Scalable AI support model
Benefits Delivered
The case proved how generative AI advisory can enhance customer experience in retail:
- Faster service — reduced wait times by 40%
- Agent efficiency — 30% fewer repetitive tasks
- Customer loyalty — satisfaction scores up 18%
- Responsible AI — privacy and compliance embedded in design
LeanCoded’s Contribution
LeanCoded guided the client through the entire AI transformation journey — from readiness assessment to implementation and governance. By combining technical expertise with a clear roadmap, we enabled the retailer to scale customer support while maintaining trust and efficiency.