U.S. warehouse retailer BJ’s Wholesale Club raised its average transaction value by 20% after deploying an AI shopping concierge built on Sendbird’s platform, according to results shared at a retail leadership roundtable in Seoul on April 16. The AI concierge, named “Bev,” connects membership guidance, product recommendations, and offline store assistance through a single agent that maintains purchase context across interactions, Seoul Economic Daily reported.
Production Numbers From Two Retailers
Sendbird presented case studies from two live deployments at its Retail CX Leaders Roundtable, held at the JW Marriott Hotel Seoul under the theme “Next-Generation AICC and Customer Experience Created by AI Concierge.”
BJ’s result is a basket-size story. The 20% uplift came from personalized recommendations delivered by an AI agent that understands context across a customer’s membership history, current session, and store-specific inventory. The concierge doesn’t just respond to queries. It proactively surfaces relevant products based on purchase patterns.
South Korean furniture and home goods retailer Hanssem deployed Sendbird’s AI agent to automate customer support across assembly, delivery, and product inquiries. The system achieved a roughly 90% resolution rate in those repetitive consultation areas, according to Seoul Economic Daily. Hanssem is now expanding from consultation automation to a full digital concierge strategy spanning the entire customer journey.
From Demo to Revenue Impact
“AI agents are evolving beyond simple response to a stage where they support actual purchases and decision-making,” Sendbird Korea CEO Lee Sang-hee said at the event, per Seoul Economic Daily.
The roundtable included officials from major Korean retail, e-commerce, travel, and hospitality companies alongside industry experts from BCG and Market Fit Lab. Sendbird Solutions Architect Manager Jeong Ji-min ran a live demo showing an AI concierge handling a virtual e-commerce shopping scenario, proactively interpreting customer intent rather than waiting for explicit queries.
Why the Numbers Matter for Retail AI Adoption
Most agentic commerce coverage focuses on capability announcements: what an agent can do in theory. BJ’s 20% basket-size increase and Hanssem’s 90% resolution rate are production metrics tied to actual revenue and cost outcomes.
For retail executives evaluating AI agent investments, the BJ’s figure translates directly to incremental revenue per customer visit. A 20% lift in average transaction value across a 244-club warehouse chain represents significant top-line impact if the result holds at scale. The Hanssem case makes a different argument: cost reduction through automated resolution of high-volume, low-complexity support inquiries, freeing human agents for higher-value interactions.
Sendbird plans to expand its AI agent-based customer experience cases across additional industries beyond retail, according to the company.