marekkondrat.pl is one of the largest specialized wine retailers in Poland. The store offers a wide selection of wines from regions around the world — from white and sparkling wines to full-bodied reds — as well as accessories and gift sets. Due to the nature of the industry, customers very often need quick advice, both when choosing a wine for a specific occasion and during the order fulfillment process.

CHALLENGES

A rapidly expanding product range and a growing number of orders placed increasing pressure on the marekkondrat.pl customer service team. The most common questions concerned:

selecting wine to match dishes, occasions, or personal taste,

product availability and order fulfillment times,

order status, shipping, and delivery dates.

Many of these inquiries were repetitive, yet required fast responses — including outside standard customer service hours.

IMPLEMENTATION GOALS

The goal of implementing eSprzedawca AI was to:

• reduce the load on the customer service team caused by repetitive inquiries,

• provide customers with immediate assistance 24/7,

• improve access to information about products and orders,

• enhance the shopping experience without compromising the quality of advice.

SOLUTION: ESPRZEDAWCA AI

At marekkondrat.pl, eSprzedawca AI was implemented — an intelligent chatbot that, in real time:

• answers customer questions,

• helps users navigate the store’s offerings,

• recommends products based on the up-to-date product database,

• enables customers to check their order status and estimated delivery time.

The solution was designed as the first point of contact for store customers — both at the product selection stage and after placing an order.

IMPLEMENTATION – KEY ELEMENTS

Integration with the store platform

The integration of eSprzedawca AI was carried out without interfering with the store’s logic or visual layout. Thanks to API connectivity, the chatbot gained access to the order management system, enabling it to:

• check order fulfillment status,

• provide shipping updates and estimated delivery dates,

• answer the most common post-purchase questions,

• submit complaints and check their processing status.

Customization for a premium brand

The chatbot was visually and communicatively tailored to the marekkondrat.pl brand identity. Particular attention was paid to:

• consistency of colors and overall style,

• customized welcome messages,

• intuitive shortcuts leading to key sections of the store (new arrivals, promotions, bestsellers).

Optimization based on real conversations

After launch, conversation monitoring was conducted to:

• refine AI responses,

• better tailor product recommendations,

• eliminate bottlenecks in the customer service process.

THE ROLE OF THE MAREKKONDRAT.PL TEAM

The eSprzedawca AI implementation on the marekkondrat.pl side was led by Tomasz Traub, who coordinated the integration and customization of the solution, ensuring its alignment with the store’s processes and user experience.

“It was crucial for us that the chatbot genuinely helped customers — both in choosing wine and during and after order fulfillment. The technology was meant to support customer service, not replace it.” Tomasz Traub, e-commerce, marekkondrat.pl

IMPLEMENTATION RESULTS

• 📊 In the first month of operation, the chatbot handled 429 conversations

• 🛒 45 conversations ended with recommendations of specific products or categories

• ⏱️ Customers receive immediate responses 24/7

• 🤝 The customer service team was relieved of repetitive inquiries

• 📦 The chatbot operates on a database of over 2,500 products

SUMMARY

The implementation of eSprzedawca AI at marekkondrat.pl is an example of the practical use of artificial intelligence in e-commerce, where technology:

supports customer service,

streamlines the shopping process,

improves access to information,

allows the team to focus on more complex cases.

This is a solution that does not replace people but complements their work, delivering a tangible improvement in the overall customer shopping experience.