If All You Have is a Prompt...
A smarter approach to AI decision-making reveals how broader tool usage drives better results across complex, multi-step customer interactions.
Rachel leaned back in her chair—staring at the dashboard on her screen. As fictional head of customer insights at WidgetWave (a fictional player in the gadget e-commerce space), she was no stranger to analytics. The company had poured millions into a sleek, AI-powered shopping experience: smart recommendations, dynamic pricing, and a chat interface that could field everything from tech specs to delivery updates. Yet something wasn’t clicking.
Customer satisfaction scores had plateaued. Cart abandonment rates were creeping up. And although WidgetWave’s website and app looked impressive on the surface, the numbers told a different story. Shoppers were visiting, browsing, and even interacting with the AI assistant—but far too many were leaving before hitting “buy.” More troubling still, returning customers were becoming a rarer breed.
As Rachel dug into customer feedback, a theme emerged. Shoppers felt like they were talking to a clever intern, not a trusted adv…