Frank Reply brings TeeGschwendner’s online shop closer to its customers with AI

Frank Reply, a specialist in conversational AI, has partnered with Germany’s leading tea retailer, TeeGschwendner, to translate the company’s renowned in-store consulting expertise into the digital world. With the launch of an AI-powered assistant, TeeGschwendner is enhancing its e-commerce strategy through an intelligent, dialogue-driven approach to customer service.

Integrated directly into the online shop, the new assistant guides customers through the extensive product range, tailoring recommendations based on their preferences and needs. Beyond suggesting teas, she provides preparation tips, answers product questions, and creates a personalised shopping experience.

The solution is powered by a combination of OpenAI technology and the Microsoft Bot Framework, ensuring natural, fluid interactions. Its knowledge base combines two key sources: structured product data from XML webshop feeds and curated website content such as editorial articles and FAQs. This blend allows Camellia to deliver both precise recommendations and rich, contextual information. 

During development, the assistant’s voice was carefully designed to strike a balance between expertise and a friendly, approachable tone that reflects TeeGschwendner’s brand identity. Built on a retrieval-augmented generation (RAG) architecture, the assistant draws on verified content to deliver accurate, trustworthy answers. 

Early results show that the chatbot significantly increases customer engagement and time spent in the online shop, while also boosting interest in product recommendations and additional purchases. Notably, customers can complete the entire purchase directly within the chat, creating a seamless experience that supports both cross-selling and up-selling opportunities.

“Our assistant is more than just a chatbot. She is the digital voice of a brand that has stood for quality and personal advice for decades. Together with Frank Reply, we have created a solution that not only supports online sales, but also strengthens brand loyalty among a new, digitally savvy generation of tea enthusiasts,” said Birgit Rohn, Managing Director at TeeGschwendner.

With the launch of this “Tea Advisor,” TeeGschwendner is making a forward-looking move into conversational commerce – an area increasingly vital to brand success. By embedding AI into the customer journey, the company reinforces both its consulting expertise and brand identity in the digital space.