Denali Electronics is renowned for its cutting-edge LED lighting and smart electronic solutions for Powersports (ATVs, Side X Sides, and motorcycles). Denali was founded with a mission to deliver safe, innovative, and high-performance products to riders globally.
Denali products are technologically advanced and highly vehicle-specific, leading to many complex compatibility questions from customers. Providing the detailed guidance shoppers need to choose the right products is a challenge and other AI platforms struggle with these complex product relationships. The goal was to deliver tailored, accurate compatibility recommendations without overwhelming customers or the support team.
Denali chose alby for key reasons:
Denali quickly launched alby's Generative Q&A through a seamless Shopify integration. alby automatically generated questions and answers for every product in Denali's catalog, allowing them to immediately address questions about product specifications, compatibility, and safety features.
Denali further enhanced alby's output by creating custom rules and uploading documents to provide more context around compatibility, ensuring the AI model could accurately determine which parts and accessories work with base products.
The AI model continuously adapts through user interactions, delivering increasingly accurate information over time. The Denali team actively monitors shopper conversations, gaining insights into customer questions to refine alby’s responses even further.
alby's Generative Q&A has yielded impressive results for Denali Electronics:
Improved Customer Experience: Customers now have access to instant, detailed product information and personalized recommendations, driving a 80% Customers Satisfaction Score (CSAT).
Streamlined Operations: With alby handling a significant number of customer inquiries (5000 questions per month!), Denali’s human customer service team can focus on more complex issues and strategic tasks.
Increased revenue: alby generates questions that guide customers to purchase. By understanding the questions that drive conversions, alby creates incremental revenue for Denali at worthwhile cost, yielding a 90x ROI.
Denali Electronics' adoption of alby has proven to be a resounding success, meeting the dual objectives of improving customer service efficiency and driving sales. This case study exemplifies how AI can be leveraged to address specific industry challenges, particularly in sectors where product complexity and customer safety are paramount.