How Sun & Ski Sports used a Sierra agent for service and product advice
Texas outdoor retailer Sun & Ski Sports launched a Sierra agent called 'Sunny'. It started with returns and order status and grew into giving product advice on product pages. Sierra reports higher conversion and satisfaction.
The problem
The business has a 3-4 month winter peak, so it hired and trained temporary service staff every year. It also wanted the product knowledge of its best store associates (skis, boots, bindings) available in digital channels.
How they did it
- Started with simple use cases that could scale with the season, such as returns and order status.
- Gave the agent a name and personality ('Sunny') that matched the brand.
- Expanded it to answer detailed gear questions and hold sales conversations on product pages.
Results
- Sierra reports a 3x increase in product page conversion for customers who engage with the agent.
- Conversations with the agent get 90% customer satisfaction, compared with 68% for conversations transferred to human agents. CSAT improved by 50%.
- The agent handled thousands of after-hours conversations in three months (no exact count given).
As reported by the source (Sierra customer story); AgentGid did not measure these figures.
This suits a mid-size or larger retailer with seasonal service spikes and a well-documented catalog, since the product advice relies on expert gear knowledge being fed in. Watch the vendor-reported figures: the 3x conversion applies only to shoppers who engage the agent, and Sierra lists no public price (Custom, outcome-based). Rasa (Free) is an open-source alternative, though it needs in-house engineering.
The agent used here
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