JapanRetail and e-commerce2025 – ongoingAdastria
Gemini analysis of store-staff customer voice and AI search on the and ST online store
Adastria said product changes based on Gemini analysis of staff-recorded customer voice lifted early sales by several percent
Problem
Adastria wanted to turn what customers say in stores into product improvements and better service. It also wanted shoppers on its and ST online store to reach the products they were looking for more easily.
Approach
Store staff record and share customer comments in an in-house tool called STAFF VOICE. Gemini analyzes the comments quickly, and the company changed products based on the results. On the and ST official online store, it added Vertex AI Search for commerce and Recommendations AI to improve search accuracy.
Results
Takeaway
Adastria tied two separate AI uses to sales measures, one on product changes and one on online search. Only the search figures were given as exact numbers.
Categories
- Industry
- Retail and e-commerce
- Business function
- Marketing and salesCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AIRecommendation and personalization
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
Google Cloud's write-up of its Tokyo event reported a talk by Kazuyoshi Umeda, deputy head of Adastria's DX division. He said Gemini analysis of staff-collected customer voice led to product changes and a rise of several percent in initial sales. He also said search-to-product-page transition rose 15% and conversion 20% on and ST after Vertex AI Search for commerce and Recommendations AI were added.
Full details are in the original sources.