2025 Retail Digitalization & New Technology Innovation Case Study

1. Background: A New Era of Retail Experience

Retail is evolving faster than ever. As customer expectations rise, large retail stores face a dual challenge — enhancing in-store experiences while controlling labor costs. For big home retailers, this challenge is even greater. Their stores can span up to 49,000 square meters, offering more than 9,500 SKUs, from furniture to home décor. This scale makes AI digital human solutions increasingly essential to maintain service quality across vast spaces.

However, customers often feel lost in such large environments. They struggle to find the right products or miss ongoing promotions. Traditional advertising screens only display static content, while human staff cannot cover every corner — especially during peak hours. The result? Inefficiency, long waiting times, and missed sales opportunities — issues that AI digital humans can effectively solve through intelligent interaction and real-time assistance.

To address these challenges, Winmore Digital partnered with a leading global home retail brand to introduce our AI Smart Digital Human Terminal — an intelligent AI digital human assistant that provides 24/7 in-store support. Acting as a “smart gold-medal store associate,” this solution transforms retail service from passive response to proactive engagement, reshaping how customers interact with the store and setting a new benchmark for smart retail experiences.

2. Approach & Implementation: Turning Vision into Action

Smart Placement Strategy

We began by mapping the store’s traffic flow. Our goal was to position digital human terminals in high-traffic and high-impact areas — store entrances, product aisles, and checkout zones — where customer interaction is most needed or staff coverage is limited.

• Step I. Planning and Content Integration
  • We worked closely with the client’s marketing and retail teams to define the digital human’s role — whether guiding shoppers, explaining promotions, or providing brand information. Using the retailer’s brand tone, product data, and sales scripts, we developed scenario-based dialogues. This ensured the digital human communicates consistently and professionally, representing the brand just like a trained in-store expert.
• Step II. Fast Customization and Rollout
  • Winmore’s digital human system is built for rapid deployment. The digital avatar’s appearance, voice, and interactive interface can be fully customized to match each brand’s identity. Once approved, the same setup can be replicated to multiple stores instantly — one solution, many locations — ensuring uniform service quality and brand image across all outlets.
• Step III. Centralized Management and Continuous Optimization
  • After launch, management becomes effortless. Through Winmore’s central platform, store managers can instantly update product details, promotions, or sales scripts without reinstalling or reconfiguring hardware.
  • In addition, our team provides ongoing performance analysis, helping the brand refine interactions and content. This makes digital human operation scalable, sustainable, and easy to replicate, creating a new retail standard for intelligent customer service.

3. Results: Intelligent Service, Real Impact

• 1. Clear Voice, Even in Noise
  • Each terminal is equipped with advanced noise-reduction microphones and speech enhancement technology, achieving 95% voice recognition accuracy even in busy environments filled with background music and customer chatter. This completely eliminates the “can’t hear” issue common in traditional systems.
• 2. Instant Response, Natural Conversation
  • Using local on-device AI processing, responses are generated within milliseconds — without relying on unstable network connections. The result is a smooth, human-like conversation, making customers feel they’re truly interacting with a real store assistant rather than a machine.
• 3. Positive Feedback, Proven Value
  • Customer surveys in pilot stores revealed overwhelmingly positive feedback. Shoppers reported that the digital human assistant made it easier to find products and learn about promotions.
  • Brand executives also praised the project’s results, recognizing it as a powerful example of how AI-driven service can elevate both efficiency and customer satisfaction in physical retail spaces.

4. Conclusion: From Store Assistance to Smart Retail Intelligence

The success of this project demonstrates how AI-powered digital humans can transform traditional retail operations. For large home retailers, it’s not just about reducing labor costs — it’s about building a smarter, more responsive shopping environment that customers enjoy.

With scalable deployment, easy content updates, and human-like interactivity, Winmore Digital’s Smart Digital Human Terminal is paving the way for a new era of intelligent, engaging, and efficient in-store experiences — turning every visit into a conversation worth having.