Case Study

The taste of digitalization: TeeGschwendner introduces AI-powered tea advisor

With an intelligent assistant, Germany’s leading tea retailer transforms its online shop into a personalized consultation experience while unlocking new up-selling and cross-selling opportunities.

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The project at a glance

Personal consultation from the specialty store – now available digitally.

The scenario

Bringing personal advice into the digital space

For decades, TeeGschwendner has been synonymous with expert guidance and premium-quality tea. In order to further expand the unique brand experience, tea expertise should now also be available online. The mission: elevate the online shopping journey with personalized recommendations and direct interaction – strengthening loyalty among existing customers while engaging a new, digitally savvy audience.

The solution

A digital tea advisor

In collaboration with Frank Reply, TeeGschwendner developed an AI-powered assistant seamlessly integrated into the online shop. Acting as a virtual tea expert, it guides customers through the extensive range, tailoring recommendations to personal tastes, moods, and occasions. Key features include:

Personalized product recommendations

From favorite flavors to special moments, the assistant helps customers discover the perfect tea – just like in a specialty store.

Helpful additional information

Brewing instructions, ingredient details, and matching accessories are all available directly in chat.

Instant answers in chat

Clear, reliable product information is delivered immediately – no searching required.

Seamless checkout

Orders can be placed directly in chat: simple, intuitive, and without interruptions.

How we did this

Intelligent technology that builds trust

The solution runs on a modern conversational AI architecture built on the Microsoft Bot Framework and OpenAI technology. Its knowledge base combines two key sources: structured product data from XML webshop feeds and curated website content such as editorial articles, or FAQs.

This blend allows the assistant to deliver both precise recommendations and rich, contextual information. To maintain consistency, the its voice was carefully designed during development - balancing expertise with a friendly, approachable tone that reflects TeeGschwendner’s brand identity.

Thanks to integrated Retrieval-Augmented Generation (RAG), the assistant draws on verified content. This ensures accurate and reliable responses.

The result

Stronger customer relationships, enhanced user experience, increased sales

Since launch, the solution has transformed the way customers shop for tea online. Shoppers enjoy a personalized consultation experience that feels authentic, helpful, and surprisingly close to an in-store visit.

From a business perspective, contextual recommendations create new up-selling and cross-selling opportunities – from complementary blends to premium accessories. Meanwhile, the ability to complete purchases directly in chat reduces bounce rates and significantly boosts online sales.

TeeGschwendner

TeeGschwendner is Germany's leading tea retailer with over 125 specialty shops nationwide. Since its founding in 1976, the company has stood for the highest quality, extensive expertise, and an exquisite range of teas. With the continuous expansion and modernization of its stores, TeeGschwendner is setting new standards in the tea retail sector and offering its customers an unparalleled shopping experience.

Frank Reply

Voice, Chatbots, Conversational AI, and Generative AI. As a strategy consultant and full-service provider, Frank Reply drives the development of the next generation of highly humanized and user-friendly speech interfaces. By architecting customized solutions, Frank Reply's experts empower international companies to maximize the output of their information- and communication-intensive customer processes throughout the entire customer journey. This not only effectuates a reduction in costs but also provides a better understanding of customer needs and a dramatic boost in customer satisfaction.