Beyond the Dell Chatbot: Introducing Conversational AI
AI Experience Team
AI Experience Team | 02
As AI rapidly evolves, so do user expectations. This case study showcases Dell’s bold vision for the future of AI-powered interaction design—one that goes beyond today’s tools to imagine richer, more intuitive ways to shop, compare, and decide.
We explore how Dell is advancing:
Conversational commerce, voice, and multimodal AI
Guided, research-grade shopping journeys
Full-system recommendations powered by natural dialogue
This isn't about small optimizations—it’s about challenging norms and shaping what's next.
Discover how Dell is scaling GenAI across pages, moments, and devices—crafting experiences that feel effortless, personal, immersive and aligned with how people naturally think and shop.
Purpose
Why We Needed a Shift – The Problem with Today’s Journey
Today’s e-commerce journey is linear, rigid, and not adaptive to user needs.
Users move through disjointed pages, repeating searches, with little continuity or memory.
Despite innovation, traditional shopping still fails to understand intent or guide decisions.
Our users expect more: smart, conversational, and deeply personalized help—mirroring the natural, human-like guidance you'd get from a trusted expert in-store.
AI Experience Team
Homepage
Current Journey
Broad Category Page
Complex Filters
Technical Comparison
Unclear Decision / Drop-off
🎯 It’s time to stop pushing customers down a path—and start walking beside them.
The Discovery and Framing Behind the Vision
How we converged research, inspiration, and user needs:
Our starting point was a blend of internal deep dives and external signals.
Internally, we looked at existing Dell AI experiences, ethical principles, and CSG journeys.
Externally, we examined reports from Deloitte, Forrester, NNG, and even tools like WhatsApp.
This informed our “Now vs. Future” roadmap, focusing first on quick wins like better discoverability, while laying groundwork for visionary leaps (AR, voice, system recommendations).
AI Experience Team | 06
The Emerging Consensus:
GenAI will transform digital shopping into outcome-driven, assistive experiences.
Guided Conversations
Multimodal Design
Better Discoverability
Voice AI
cross-platform memory
deep research
automations
full-system recommendations
Conversational Commerce
A full-screen, side-by-side experience that reimagined product discovery by turning browsing into a conversation. This early concept proved that shopping could feel personal, adaptive, and dynamic.
Conversational ISG AI Journey
A guided GenAI experience crafted for enterprise (ISG) users, focused on tailored flows, contextual prompts, and structured handoffs. It laid the groundwork for how we structure conversations to match business complexity.
How Early Explorations Shaped Today’s AI Experiences
We applied this guided conversation loop across two proof-of-concept experiences—each designed to explore how structured, AI-led interactions could simplify complex user journeys and drive solution discovery.
AI Experience Team | 07
Evolving Interactions: More Touchpoints, More Modalities, More Impact
Guided Conversations
In Guided conversations, the assistant plays an active role in constructing the journey by offering intelligent topic starters based on user intent, followed by relevant follow-up questions that adapt to the user’s pace.
GenAI Modalities
We’re introducing new interaction formats like side panels, full-screen chats, and canvas views to match different user needs—from quick support to immersive collaboration.
Pan-Dell Expansion
The AI assistant is scaling beyond a single entry point, now extending across key Dell.com pages such as Homepage, Search, Connect, PLP, PDP, and SNP to offer contextual, journey-based support and elevate both browsing and discovery experiences.
The early guided conversation POCs validated that customers want more intuitive, contextual support—not just at one entry point, but throughout their journey. These insights shaped the direction of our assistant’s evolution.
We’re now scaling those learnings into three key pillars:
POC Learnings
Guided Conversations
GenAI Modalities
Pan-Dell Expansion
AI Experience Team | 08
First Slide
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First Slide
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First Slide
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Beyond the Dell Chatbot: Introducing Conversational AI
AI Experience Team
AI Experience Team | 02
As AI rapidly evolves, so do user expectations. This case study showcases Dell’s bold vision for the future of AI-powered interaction design—one that goes beyond today’s tools to imagine richer, more intuitive ways to shop, compare, and decide.
We explore how Dell is advancing:
Conversational commerce, voice, and multimodal AI
Guided, research-grade shopping journeys
Full-system recommendations powered by natural dialogue
This isn't about small optimizations—it’s about challenging norms and shaping what's next.
Discover how Dell is scaling GenAI across pages, moments, and devices—crafting experiences that feel effortless, personal, immersive and aligned with how people naturally think and shop.
Purpose
Why We Needed a Shift – The Problem with Today’s Journey
Today’s e-commerce journey is linear, rigid, and not adaptive to user needs.
Users move through disjointed pages, repeating searches, with little continuity or memory.
Despite innovation, traditional shopping still fails to understand intent or guide decisions.
Our users expect more: smart, conversational, and deeply personalized help—mirroring the natural, human-like guidance you'd get from a trusted expert in-store.
AI Experience Team
Homepage
Current Journey
Broad Category Page
Complex Filters
Technical Comparison
Unclear Decision / Drop-off
🎯 It’s time to stop pushing customers down a path—and start walking beside them.
The Discovery and Framing Behind the Vision
How we converged research, inspiration, and user needs:
Our starting point was a blend of internal deep dives and external signals.
Internally, we looked at existing Dell AI experiences, ethical principles, and CSG journeys.
Externally, we examined reports from Deloitte, Forrester, NNG, and even tools like WhatsApp.
This informed our “Now vs. Future” roadmap, focusing first on quick wins like better discoverability, while laying groundwork for visionary leaps (AR, voice, system recommendations).
AI Experience Team | 06
The Emerging Consensus:
GenAI will transform digital shopping into outcome-driven, assistive experiences.
Guided Conversations
Multimodal Design
Better Discoverability
Voice AI
cross-platform memory
deep research
automations
full-system recommendations
Conversational Commerce
A full-screen, side-by-side experience that reimagined product discovery by turning browsing into a conversation. This early concept proved that shopping could feel personal, adaptive, and dynamic.
Conversational ISG AI Journey
A guided GenAI experience crafted for enterprise (ISG) users, focused on tailored flows, contextual prompts, and structured handoffs. It laid the groundwork for how we structure conversations to match business complexity.
How Early Explorations Shaped Today’s AI Experiences
We applied this guided conversation loop across two proof-of-concept experiences—each designed to explore how structured, AI-led interactions could simplify complex user journeys and drive solution discovery.
AI Experience Team | 07
Evolving Interactions: More Touchpoints, More Modalities, More Impact
Guided Conversations
In Guided conversations, the assistant plays an active role in constructing the journey by offering intelligent topic starters based on user intent, followed by relevant follow-up questions that adapt to the user’s pace.
GenAI Modalities
We’re introducing new interaction formats like side panels, full-screen chats, and canvas views to match different user needs—from quick support to immersive collaboration.
Pan-Dell Expansion
The AI assistant is scaling beyond a single entry point, now extending across key Dell.com pages such as Homepage, Search, Connect, PLP, PDP, and SNP to offer contextual, journey-based support and elevate both browsing and discovery experiences.
The early guided conversation POCs validated that customers want more intuitive, contextual support—not just at one entry point, but throughout their journey. These insights shaped the direction of our assistant’s evolution.
We’re now scaling those learnings into three key pillars:
POC Learnings
Guided Conversations
GenAI Modalities
Pan-Dell Expansion
AI Experience Team | 08
First Slide
This is the first slide description
First Slide
This is the first slide description
First Slide
This is the first slide description
More Projects
Please view on desktop for the best experience
Beyond the Dell Chatbot: Introducing Conversational AI
AI Experience Team
AI Experience Team | 02
As AI rapidly evolves, so do user expectations. This case study showcases Dell’s bold vision for the future of AI-powered interaction design—one that goes beyond today’s tools to imagine richer, more intuitive ways to shop, compare, and decide.
We explore how Dell is advancing:
Conversational commerce, voice, and multimodal AI
Guided, research-grade shopping journeys
Full-system recommendations powered by natural dialogue
This isn't about small optimizations—it’s about challenging norms and shaping what's next.
Discover how Dell is scaling GenAI across pages, moments, and devices—crafting experiences that feel effortless, personal, immersive and aligned with how people naturally think and shop.
Purpose
Why We Needed a Shift – The Problem with Today’s Journey
Today’s e-commerce journey is linear, rigid, and not adaptive to user needs.
Users move through disjointed pages, repeating searches, with little continuity or memory.
Despite innovation, traditional shopping still fails to understand intent or guide decisions.
Our users expect more: smart, conversational, and deeply personalized help—mirroring the natural, human-like guidance you'd get from a trusted expert in-store.
AI Experience Team
Homepage
Current Journey
Broad Category Page
Complex Filters
Technical Comparison
Unclear Decision / Drop-off
🎯 It’s time to stop pushing customers down a path—and start walking beside them.
The Discovery and Framing Behind the Vision
How we converged research, inspiration, and user needs:
Our starting point was a blend of internal deep dives and external signals.
Internally, we looked at existing Dell AI experiences, ethical principles, and CSG journeys.
Externally, we examined reports from Deloitte, Forrester, NNG, and even tools like WhatsApp.
This informed our “Now vs. Future” roadmap, focusing first on quick wins like better discoverability, while laying groundwork for visionary leaps (AR, voice, system recommendations).
AI Experience Team | 06
The Emerging Consensus:
GenAI will transform digital shopping into outcome-driven, assistive experiences.
Guided Conversations
Multimodal Design
Better Discoverability
Voice AI
cross-platform memory
deep research
automations
full-system recommendations
Conversational Commerce
A full-screen, side-by-side experience that reimagined product discovery by turning browsing into a conversation. This early concept proved that shopping could feel personal, adaptive, and dynamic.
Conversational ISG AI Journey
A guided GenAI experience crafted for enterprise (ISG) users, focused on tailored flows, contextual prompts, and structured handoffs. It laid the groundwork for how we structure conversations to match business complexity.
How Early Explorations Shaped Today’s AI Experiences
We applied this guided conversation loop across two proof-of-concept experiences—each designed to explore how structured, AI-led interactions could simplify complex user journeys and drive solution discovery.
AI Experience Team | 07
Evolving Interactions: More Touchpoints, More Modalities, More Impact
Guided Conversations
In Guided conversations, the assistant plays an active role in constructing the journey by offering intelligent topic starters based on user intent, followed by relevant follow-up questions that adapt to the user’s pace.
GenAI Modalities
We’re introducing new interaction formats like side panels, full-screen chats, and canvas views to match different user needs—from quick support to immersive collaboration.
Pan-Dell Expansion
The AI assistant is scaling beyond a single entry point, now extending across key Dell.com pages such as Homepage, Search, Connect, PLP, PDP, and SNP to offer contextual, journey-based support and elevate both browsing and discovery experiences.
The early guided conversation POCs validated that customers want more intuitive, contextual support—not just at one entry point, but throughout their journey. These insights shaped the direction of our assistant’s evolution.
We’re now scaling those learnings into three key pillars:
POC Learnings
Guided Conversations
GenAI Modalities
Pan-Dell Expansion
AI Experience Team | 08
First Slide
This is the first slide description
First Slide
This is the first slide description
First Slide
This is the first slide description
More Projects
Please view on desktop for the best experience