"Customers who seek advice are three times more likely to make a purchase"

In an interview with diy Online, Hendrik Lallensack, co-founder of homie, shares a statistic relevant to all retailers in the DIY and home improvement sector: Customers who seek advice from the AI ​​assistant are roughly three times more likely to make a purchase than those who shop without assistance.

Why is the effect so strong?

Because advice is effective precisely where uncertainty arises: when product details are missing, alternatives are unclear, or questions about services are unanswered. The AI ​​assistant can fill these gaps in real time - specifically in situations where human advice often reaches its limits:

• when there isn't enough staff available in the store,

• when several customers need assistance simultaneously,

• or when no one is available in the online shop late at night.

Particularly interesting: The usage data described in the article demonstrates how different the need for advice is in brick-and-mortar stores compared to online retail. This shows how diverse consulting in retail needs to be today - and how important it is to cover all channels equally.

Furthermore, it's not just end customers who are using AI. Employees also appreciate the assistant because it provides faster answers than internal systems.This demonstrates the enormous potential of having knowledge instantly available - regardless of department, product range, or time of day.

Hendrik's core message can be summarized as follows: Consultation is the decisive factor in purchasing decisions, and AI makes it scalable. It doesn't replace teams, but it creates a presence where consultation was simply not possible before.For retailers, this is not just an efficiency gain, but a strategic advantage: They gain a better understanding of their customers' needs and can tailor their offerings accordingly.

The full interview delves deeper into why agent-based artificial intelligence will continue to grow in importance for retailers - and what role it will play in future consultation, product range, and customer interaction.