Turning 500K+ app shoppers into a continuous insight loop

The challenge

The retailer is one of the world's largest fashion chains, with 1,500 stores in more than 50 countries, including dozens in the GCC region. At that scale, knowing what shoppers think after a visit or a purchase is hard to do quickly.

Some shoppers were walking out of stores without buying, and the reasons were unclear. The retailer wanted a way to hear from customers continuously, in their own words, and to turn what they said into insight fast.

What we did

The retailer worked with Quals.ai to put AI-led conversations inside its shopping app and its stores.

• Built Quals.ai into the app. The platform was integrated into the retailer's app, which reaches more than 500,000 shoppers.
• Asked after every purchase. AI-driven feedback conversations now follow purchases, so input arrives while the experience is fresh.
• Piloted in store. An in-store pilot focused on shopper drop-offs, the visits that end without a sale.
• Found the reasons. The pilot identified key reasons some shoppers left without buying, and those findings are shaping solutions the retailer is now implementing.