🍷 Case Study #4 – “I Got the Perfect Wine in Under 4 Minutes”

Live Voice Chat with Emily, ARC’s AI Wine Expert

Topic: Wine Pairing – Scallops and Poached Salmon

When Andrew called ARC Liquor looking for a white wine to complement his scallop and seafood dinner, he was assisted by Emily, ARC’s AI-powered Digital Sommelier. In under three minutes, Emily asked the right questions, stayed within a $25 budget, and curated three wine suggestions — each with tailored tasting notes and verified store availability.

She followed up via text with the shortlist, invited a selection reply, and automatically alerted ARC staff to set the chosen bottle aside. No pressure. No waiting. Just helpful, human-feeling service that turned a casual question into a confirmed in-store pickup.




Press play to listen





Hi Andrew — Emily here, ARC’s Digital Sommelier 🍷

Here are three wines that pair beautifully with your meal:

  • PIERRE SPARR RESERVE RIESLING – $24.29
    Aromatic and crisp, perfect for seafood dishes like scallops.
  • QUAILS’ GATE F&F PINOT GRIS – $20.69
    Bright fruit notes, ideal for scallops and salmon combinations.
  • OYSTER BAY CHARDONNAY – $18.69
    Creamy and balanced, complements the richness of pork or salmon.

Which one should I set aside for pickup? Reply 1, 2, or 3.

Quick note: availability and pricing are based on our last inventory update (usually Friday), and we’ll confirm before you come in.

ARC Liquor on Harvey Ave
1973 Harvey Ave, Kelowna, V1Y 6G5

image of the recommendations the AI sent to the customer.



image of the recommendations the AI sent to the customer.


image of an email that the AI sent to the store manager.
image of an email that the AI sent to the store manager.






image of the recommendations the AI sent to the customer.

image of the recommendations the AI sent to the customer.
image of an email that the AI sent to the store manager.




đź“Ś What This Means for ARC Liquor

This interaction shows more than just technology — it demonstrates a *strategic opportunity* to elevate the customer experience while generating real business value. What we’ve achieved with Emily goes beyond basic recommendations. It proves that AI can:

  • Understand nuanced, natural voice requests just like a human sommelier would.
  • Provide expert-level wine pairing advice that’s tailored to both palate and price.
  • Convert inquiries into confirmed sales through seamless follow-up and reservation workflow.
  • Integrate with inventory in real time to ensure recommendations are not just aspirational — they’re actual products customers can buy.
  • Operate at scale, 24/7 without adding staff overhead.

But beyond the technical capability, this case study reveals something deeper: customers feel understood and confident. A casual question turns into an engaged experience that feels personal and helpful, not automated or generic. That emotional connection builds trust — and *trust drives sales.*

That’s why this isn’t just a feature — it’s a *strategic differentiator.* ARC Liquor becomes more than a store. It becomes a trusted resource, an expert guide, and a destination customers *want to return to.*

And because the model can be extended beyond wine — to spirits, premium whiskies, gift pairing, events, and more — this isn’t a one‑off success. It’s a blueprint for how ARC Liquor can lead with technology while staying deeply rooted in customer experience.

In short: with Emily, we’re not just answering questions — we’re building relationships, increasing conversions, and defining the future of retail engagement.