CLIENTELING PLAYBOOK
How Victoria Beckham Drove 10% Revenue Growth with Alhena AI Stylist
20%
increase in average order value
10%
lift in online sales revenue
24x7
Across regions
Company Snapshot
Brand: Victoria Beckham
Industry: Luxury Fashion
Focus Area: Digital clienteling and online customer experience
Objective: Deliver a seamless, and highly personalized shopping experience, equivalent to the guidance a customer would receive from a knowledgeable in-store sales associate.
For us, Alhena was almost a no-brainer. From pre-Alhena, the average order value has actually gone up by 20%.
Ewan Qualters
Global Digital Director
The Challenge
Victoria Beckham's digital team wanted to create a more informed and confident shopping journey online. Customers often needed guidance on fit, fabric and styling context, especially on product pages where hesitation could stop a purchase in its tracks.
The client service team was already providing this level of support manually, but scaling it across regions and time zones required a different approach.
Key challenges included:
- Removing conversion and information blockers during the purchase journey
- Supporting customers with product knowledge, fit, and styling at scale
- Reducing load on the client services team without compromising brand tone or quality
The Solution
A Multi-Agent AI System Victoria Beckham deployed Alhena not just as a support tool, but as a comprehensive AI Shopping Assistant.
The deployment utilizes a sophisticated "Main Agent" architecture supported by specialized "Sub-Agents," including a dedicated AI Stylist and Fit Assistant.
- Deep Integration: Alhena plugs directly into the brand's Order Management System, product catalog, knowledge base, and HelpDesk. This ensures the AI "knows everything about the store," from real-time stock to detailed product specs.
- Premium Brand Voice: The AI was fine-tuned to replicate the tone of an in-store associate, ensuring the digital experience feels as premium as the clothing.
- Proactive Styling: Moving beyond simple FAQs, the system actively helps curate outfits, offering styling advice that empowers the customer to buy confidentially.
It is important that any partner we work with adapts to our needs. The flexibility to shape the assistant has been valuable.
Kate Hurrell
Head of Ecommerce
The Impact
The impact of the AI Shopping Assistant was immediate, effectively paying for itself by driving higher-value baskets and supporting the human client service team.
- 20% Increase in Average Order Value (AOV): By using the AI Stylist capabilities to recommend complete looks rather than single items, the brand saw a massive 20% lift in order value compared to the pre-Alhena period.
- 10% Revenue Increase: The removal of "conversion blockers" directly contributed to a 10% overall boost in revenue.
- Hybrid Support Model: The AI handles product-specific questions (sizing, materials), allowing the human Client Service team to focus on complex relationship building rather than repetitive queries.