An AI knowledge base for multi-site retailers

Store pickup does not change how the order was placed

Suppose the approved terms of a current campaign cover orders placed online, including orders collected in store. An ordinary purchase made at a store register is outside that campaign. The employee knows the customer ordered online but wants to check whether pickup makes a difference.

The assistant can prepare this explanation: “Under this campaign's terms, online orders collected in store are included. Picking up the order in person does not change that. The campaign does not cover purchases made at the store register.” A link beside the answer points to the relevant passage. The associate can read it and explain why purchases collected in the same place are treated differently under the promotion described here.

If the employee only knows that the customer is standing at the pickup counter, they still need to establish how the order was placed. They can ask the customer or check the order record. Being physically in the store does not answer that question.

Give associates information they can use during the conversation

As campaigns change, employees look for similar explanations in head-office announcements, training materials, and promotion terms. Even when those documents are available, finding one passage during a customer conversation takes attention away from service. The store manager becomes the person who explains the same arrangements again.

Useful assistance lets an employee describe the customer's question and finds an answer for the campaign concerned. Keep the campaign name and source link alongside it. The associate can then expand on the answer if the customer asks about a detail, rather than relying on a remembered summary from a previous campaign.

The retailer's campaign owner identifies the approved terms and adds explanations missing from the materials. If a document does not address store pickup, the question goes to that person. Adding the answer to the shared material also makes it available to other stores.

What the sales system already handles

If a campaign's terms are short and available beside the order, a clear campaign reference page or a shared answer to a frequent question may be enough. Also check how the current system describes the promotion to employees.

Microsoft's Dynamics 365 Commerce documentation describes discounts with effective dates and price groups associated with sales channels, among other groupings. These are examples of campaign capabilities in an existing system. A knowledge assistant would explain approved terms; calculating the price remains the sales system's job.

A separate knowledge base is worth considering when employees can access the terms but struggle to find an answer to a question expressed in their own words. This is especially relevant when an explanation brings together store guidance and material about online purchases.

Help stores explain campaigns without searching folders

Syntalith can connect approved campaign materials with recurring customer questions. We propose starting a Company Brain project with a selected group of campaigns and internal assistance for store employees. We connect their questions with the relevant passages so they receive short explanations linked to sources they can check while helping a customer.

The promotions team identifies current materials and checks whether answers preserve their meaning. Store employees assess whether they can use them in customer conversations. Tell us about a promotion question that associates regularly take to the manager. We can discuss whether a better campaign reference page is enough or whether several collections of material need connecting. See Syntalith's pricing page for commercial information.