How SilaBG Elevated Customer Engagement with SkyCommerce
Bulgaria's largest online retailer in sports & nutrition partnered with HighSkyAI to transform their shopping journey.
Overview
SilaBG, Bulgaria's largest online retailer in the sports and nutrition space, partnered with HighSkyAI to deploy SkyCommerce's AI Sales Agent on their eCommerce website. Over the span of one year, this new AI agent — built to guide shoppers, recommend products, facilitate orders and more — achieved remarkable traction. Below is an inside look at how many people interacted with SilaBG's "new product for the market" and how it transformed the shopping journey of their customers.
The Challenge
Before the introduction of SkyCommerce, SilaBG relied on traditional website navigation, product listings and live chat. While these methods worked, they lacked the convenience and immediate personalization that modern consumers crave. SilaBG sought a solution that would:
- Offer an engaging, interactive experience
- Recommend the right products in real time
- Handle direct orders within the conversation
- Simplify product discovery for both new and returning customers
- Offer deep product and nutritional information to customers
- Provide 24/7 multilingual customer assistance
The Solution
In October 2024, HighSkyAI launched its ecommerce solution — "SkyCommerce" — and implemented the AI Sales Agent on SilaBG's website. The agent was designed to:
Personalize recommendations
By understanding user preferences, the agent directs the customer to the right product, overcoming any concerns and objections that they may have.
Simplify navigation
Over time, SilaBG grew its catalogue to over 20,000 products, which made finding the right product very difficult — our Sales Agent made it possible to navigate through the entire website in a simple conversation.
Streamline shopping
Customers can get recommended products based on their needs and finalize the purchase directly through the chat interface.
Lower the barrier of entry
Sports and nutrition are very information-heavy topics that require a lot of knowledge and research, this challenges many customers and potentially costs the business millions in lost revenue. Our AI Sales Agent can simplify even the most complex nutritional subject — providing clear, accessible guidance to every user.
Key Highlights
12 Months of Conversations
Monthly interactions, October 2024 → September 2025
| Month | Interactions | Found | Sold |
|---|---|---|---|
| October | 5,594 | 215 | 44 |
| November | 6,795 | 513 | 139 |
| December | 10,238 | 419 | 126 |
| January | 12,636 | 566 | 103 |
| February | 11,747 | 582 | 85 |
| March | 12,401 | 603 | 59 |
| April | 11,496 | 456 | 67 |
| May | 12,259 | 571 | 75 |
| June | 11,268 | 500 | 136 |
| July | 11,215 | 489 | 129 |
| August | 12,036 | 541 | 84 |
| September | 16,579 | 635 | 110 |
Increased from 5,594 in October 2024 to 16,579 in September 2025 — a nearly 200% growth, reflecting rapid customer adoption of AI in eCommerce.
Demonstrating the agent's effectiveness at recommending the most relevant products to each user's needs and wants.
Sold directly via chat over 12 months, with notable peaks in November (139) and July (129) — proof that customers readily adopt conversational checkout.
Why Customers Love It
Immediate Assistance
The AI agent provides 24/7 multilingual support, addressing customer queries and guiding shoppers without delays. More than 30% of all interactions happen between 6pm and 8am.
Personalized Recommendations
The AI agent captures user's intent and preferences to suggest products tailored to their taste, needs and goals. 25% of all users have clicked through a recommended product from the chat.
Seamless Experience
Customers can discover products, receive information, complete their purchases, track their orders and even find add-on products related to previous purchases — all within a single, human-like conversation.
Intuitive & Engaging Interaction
The natural, conversational format lowers barriers to engagement, making the shopping experience more personal and enjoyable.
"According to executives at SilaBG, their shop saw a big spike in overall sales since implementing the AI agent."
Notable Results & Insights
Rapid Adoption
Over 5,500 interactions in the first full month confirmed customer interest in this innovative solution.
Steady Engagement Growth
Monthly metrics showed continuous growth, indicating repeat usage and increasing trust in the agent.
Enhanced Product Discovery
Over the 12-month period since its implementation, the AI agent was effectively helping thousands of users each month to find the right product.
Streamlined Sales Funnel
Although many users opted for the traditional website checkout after being guided by the AI agent, the number of direct purchases through the chat highlighted a clear customer preference for conversational commerce.
Optimised Operations
Before the introduction of SkyCommerce, SilaBG relied on customer support representatives, who handled all queries manually. Since the implementation of the AI Sales Agent, they optimised their customer operations and saved over €20,000.
Looking Ahead
SilaBG is committed to further transforming the customer journey through enhanced personalization and revenue-focused innovations. HighSkyAI's roadmap is centered on optimizing SkyCommerce to drive even more sales while elevating the overall customer experience. Key initiatives include:
Dynamic Sales Optimization
Continuously refining our hyper-personalized product recommendations and intelligent upsell/cross-sell strategies using real-time customer behaviour analytics to maximize transaction value.
Integrated Customer Intelligence
Incorporating detailed customer insights and CRM integrations to deliver targeted, revenue-driving interactions and more effective follow-ups.
Adaptive Learning & Continuous Improvement
Employing automated A/B testing and real-time feedback loops to refine conversation flows and product matching, ensuring our system evolves to meet customer needs and boost conversions.
Conclusion
SilaBG's experience with SkyCommerce underscores the transformative power of AI in retail. Over the past year, the AI agent facilitated tens of thousands of customer interactions, directed shoppers to thousands of products, and seamlessly integrated direct purchasing into the conversation. Customers have embraced this innovative approach, enjoying a more tailored, intuitive shopping experience. SilaBG's success story is a testament to how well-designed AI solutions can drive engagement and revenue in today's competitive eCommerce landscape.
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