Commerce / Retail
tcmshop.dk
A governed product-guidance pattern for a specialist retailer
- 1Enterprise demands
- 2Solution design
- 3PoC / pilot
- 4Delivery & rollout
Scale product support safely, without cloud LLMs
Product support scaled faster than headcount; customers needed guidance on usage, contraindications and product comparisons.
Generic chatbots gave unsafe or inaccurate answers — unacceptable for health-related products.
Purchase and health-related context requires a deliberate data and provider policy.
A catalogue-grounded commerce advisor
- Structured approved product descriptions, policies and safety notes for retrieval.
- Designed guidance around catalogue content rather than unconstrained model knowledge.
- Added escalation to human staff for medical or complex product questions.
- Kept model and deployment selection tied to the intended data boundary.
Contained product-guidance prototype
- Audited selected catalogue content and defined safety guardrails.
- Tested representative questions before considering production connections.
- Compared drafted answers with human guidance for quality review.
Human-escalation delivery pattern
Routine guidance is separated from sensitive or medical questions.
Human staff retain ownership of escalated and consequential cases.
Results
Approved product information can be surfaced during the customer journey.
Data and provider boundaries can be selected for the intended workload.
AI prepares routine guidance while people handle escalated or sensitive cases.
Tech stack
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