$47M incremental online order revenue at a grocery retailer — conversational commerce
A national grocer's online basket-building experience took 18 minutes and lost half its shoppers before checkout. pronix.ai launched a conversational commerce experience with personalized substitutions — 4.1-minute basket time and $47M in incremental online revenue in one year.
- Client
- National US grocery retailer, 2,300 stores
- Industry
- Retail & Ecommerce
- Platform
- Google Cloud · Salesforce Commerce Cloud · custom voice UX
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Digital ordering was clunky, substitutions frustrated shoppers, and repeat-order rate was flat. Loyalty data existed but wasn't shaping the experience at the moment of purchase.
Our approach
Voice and chat basket builder
Shoppers assembled baskets by talking through a list — the agent understood brand preferences, sizes and dietary constraints.
Personalized substitutions
Substitution logic tuned per shopper using loyalty history — accepted substitutions rose 3x.
Real-time inventory grounding
Every recommendation grounded on live store inventory — no promised items missing at pickup.
Loyalty-aware upsell
Upsell offers matched loyalty segment and never violated dietary or allergen constraints on file.
Store-associate escalation
Complex or high-value orders offered a live handoff to a store associate — kept the human relationship on the biggest baskets.
Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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