How Microsoft uses AI-powered product advisors to guide millions of customers around the world to the right products

Microsoft has seen almost every KPI tick upwards since launching its first experience with Zoovu more than six years ago.

"Over the past six years, Zoovu has proven to be a crucial partner in developing a product discovery strategy that enhances the shopping experience across a multitude of retailers." said Ram Iyer, Senior Director of Digital Strategy and Ecommerce at Microsoft.

Over 1 million customers have engaged with product assistants and advisors. Not only have these experiences increased engagement by 90% and click-throughs to product pages by 35%, but shoppers that go through these experiences convert 166% more often than those that don’t.

Zoe has boosted these numbers even further. Retailers that integrated Zoe into their assistants have seen a 25% increase in conversions on PDPs. Zoe has also helped drive a 27% increase in in-store revenue when it was launched on kiosks.

"[Zoe] has led to notable increases in click-through rates, conversion rates, and in-store revenue,” says Ram.

“Moreover, it has enabled us to collect comprehensive customer insights, giving us a deeper understanding of what our customers value most.”

It’s not only Microsoft who is seeing the value of investing in product discovery—retailers have also seen the benefits.

“By collaborating with Microsoft and Zoovu, we've been able to deliver more innovative customer experiences for our shoppers and help make our teams more efficient and informed,” says Officeworks General Manager Merchandise Jim Berndelis.

“With Zoovu’s generative AI experiences and Microsoft’s dedication to empowering its retail partners, we've significantly improved how we connect customers to the best device for them.”