Industry
Retail
Challenge
Arc’teryx products are highly technical, performance-driven, and premium priced. Customers don’t just ask “Does it look good?”, they ask: “What’s the difference between Beta, Alpha and Sabre?” “Is this shell right for my climate and activity?” Arc’teryx was already using Gorgias for customer support, which worked well, but wasn’t designed to proactively educate customers or guide discovery at scale.
Results
The AI Assistant help guide customers and answer any technical question. We were live within 7 days, and now 6 months later have seen over $1M through the platform, with around $500k of that being incremental!
Key solution
AI shopping assistant
The customer insights alone have been incredibly valuable. The AI is doing a great job educating customers and improving discovery, which has translated into strong revenue impact.
🏔️ About Arc’teryx
Arc’teryx is a global premium outdoor apparel brand, part of the Amer Sports group, known for highly technical, performance-driven products. From alpine environments to everyday outdoor use, Arc’teryx designs purpose-built gear where fit, materials, and application matter — making expert guidance essential when shopping online.
The strategy
Rather than replacing existing tools, Arc’teryx took a layered approach.
- AI handles education, discovery, sizing, and product guidance.
Support functions stay in place as a backup only when needed.
This approach ensured:
- - Customers get instant, consistent expert guidance
- - Support teams are protected from repetitive pre-purchase questions
- - Human's are reserved for high-value, edge-case interactions
🚀 The Launch & Early Insights
Arc’teryx deployed preezie’s AI Shopping Assistant across their AU & NZ sites.
It only took the team 7 days to GO LIVE!
The AI became the first point of guidance, helping customers:
- - Understand technical differences
- - Navigate sizing and fit
- - Discover the right product faster
- - Answer any support based question
📈 Business Impact After 6 Months
By introducing AI, Arc’teryx unlocked both revenue growth and operational efficiency:
- - $1.1M+ total revenue influenced by AI
- - $500K incremental revenue directly attributed to AI
- - +$73 increase in revenue per AI-assisted visitor
- - Improved sizing confidence and product discovery
- - More efficient use of customer support resources
- - Clear insight into customer questions and intent
All within 6 months!
Placements:
The preezie AI was placed in the bottom right hand corner of the website, site wide and also on product page embedded seamlessly into the design.
📌 Summary
Arc’teryx set out to improve education, discovery, and confidence for premium, technical products — without disrupting existing support workflows.
With preezie AI, they:
- - Educated customers earlier in the journey
- - Improved sizing confidence and decision-making
- - Increased revenue per visitor by $73
- - Reduced pressure on live chat by handling discovery upfront
- - Preserved human support for moments that truly need it
Arc’teryx AU & NZ now represents a best-practice model for combining AI-led discovery with human-led support in high-consideration retail.
