An AI fashion advisor that answers 92% of Arrow's customer inquiries

About Arrow

Arrow is a menswear brand with decades of history in Chile, known for its shirts and sold in its own stores, department stores and its own online store. In Chile it is operated by Manufacturas Interamericana S.A., which also owns the Piero Butti brand.

The challenge

Buying clothes online raises one constant question: what size should I get. On top of that come the usual questions about shipping, exchanges and promotions.

• Sizing and fit: the most frequent question, and the one most likely to stall a purchase if it isn't answered quickly.
• Catalog with many variants: every garment comes in different sizes, colors and fits.
• After-hours service: customers shop at night and on weekends, when the team isn't available.
• Changing information: shipping and exchange policies and campaigns that must always be up to date.

The solution

Databot implemented an AI sales and customer service assistant connected to Arrow's online store.

• Recommender connected to the catalog: it reads products, variants and stock in real time and suggests available garments based on what the customer is looking for.
• Sizing advice: it answers questions about measurements and size conversions using the brand's own information.
• Always up-to-date answers: the assistant syncs with the policies published on the site, without uploading documents by hand.
• Instructions by topic: shipping, exchanges, returns and promotions organized separately, for more accurate answers.
• Continuous improvement: the platform detects the questions the assistant can't answer yet and proposes the content to cover them.
• Handoff to an agent: when a case requires it, the conversation is passed to the customer service team.

Implementation

Arrow started with a proof of concept and, after validating the results, took the assistant live and then replicated it for a second brand in the group.

1. October 2024
   Kickoff with a proof of concept
2. April 2026
   Piero Butti joins with its own assistant

Results

The assistant answers 92% of the inquiries it receives and has become the first point of contact for sizing questions, the main barrier to buying fashion online.

• 92% of inquiries answered by the assistant.
• +1,100 sizing inquiries resolved in one year, without waiting for an agent.
• 24/7 service on the online store.
• Replicable model: the group extended the assistant to a second brand.