To explore how conversational AI would affect the customer journey, TFG implemented Loomi Conversational Agent on Bash, TFG’s ecommerce platform.
Powered by our agentic personalization platform, Loomi AI, our conversational agent functions like a business’s best sales associate online and can unlock a new revenue channel. It connects with customers at key moments and creates personalized experiences by offering tailored recommendations and helpful product information.
The Bloomreach team helped Bash implement the model and integrate the sources of data (which included Bash’s extensive product catalog and a range of FAQ pages) without the need for engineering resources — the team at Bash just needed to specify the criteria they wanted to test.
“I was impressed with how easy it was to implement,” said Clynton McCalgan, the Head of Digital at Bash. “Also, anything we can implement without engineering is a massive plus.”
In particular, what stood out to McCalgan was the speed at which Loomi Conversational Agent learned. In very early testing, it struggled with providing deeper answers and parsing more abstract questions. This was due to the solution being early access at the time, but the Bloomreach team worked closely with them to improve the product, and in a very short amount of time, Loomi Conversational Agent overcame all those hurdles.
“What surprised us was how quickly Loomi Conversational Agent developed and grew,” added McCalgan. “It didn’t quite understand abstract questions at first, but then something clicked and it started dealing with them substantially better. It developed rapidly within a handful of months — I can only imagine what it’ll be able to accomplish a year from now.”
From there, Bash set up an A/B test where Loomi Conversational Agent would be shown to customers who engaged with at least three product pages on its website to test its real-world effectiveness.
