Penelope knows best—The AI Shopping Assistant behind Pepper’s 18% AOV uplift

‍Pepper, the go-to lingerie brand for small-chested bodies, made virtual bra shopping easier with Shopping Assistant. 

Customers often had repetitive questions about product differences, style, and fit. Without immediate answers, shoppers would hesitate and drop off, leading to lost sales. Pepper needed a scalable solution that could assist customers 24/7 and boost basket size. 

Pepper introduced an AI Agent, Penelope, that drove conversions through real-time, personalized product recommendations and strategic upsells. 

As a lingerie brand, there’s often a natural opportunity to cross-sell matching bras or underwear when a customer asks about an item in a matching set. Penelope recommends these complementary products based on the customer’s browsing and interaction history. 

For example, if a customer asks about a bra or swimsuit top, Penelope naturally tries to cross-sell by recommending matching panties or bathing suit bottoms.  

“If a customer struggles with sizing, we can schedule a Zoom session for a virtual fitting consultation. Without AI, we wouldn’t have time for this game-changing program! Since December, we’ve had 70 fit sessions with customers, all of which have led to an exchange instead of a refund or an upsell.” —Gabrielle McWhirter, CX Operations Lead at Pepper

Since launching Shopping Assistant, Pepper has seen an 18% increase in AOV.