Executive Summary

MikeSport, a Lebanon-based sportswear and equipment retailer, serves a diverse, multilingual customer base both online and in-store. As part of their ongoing digital operations, the company introduced an AI-powered virtual sales assistant to their ecommerce store, to enhance real-time customer engagement and provide instant, personalised responses to shopper enquiries.

Over a three-month period, the assistant engaged customers in over 1500 real-time conversations. This delivered a 25.48% conversion rate among chat users, demonstrating the effectiveness of generative AI in supporting buying decisions and improving the online shopping experience.

About the Brand

MikeSport offers a wide range of sportswear, outdoor gear, and fitness equipment. With a direct-to-consumer ecommerce model and multiple physical stores across Lebanon, MikeSport serves both everyday fitness enthusiasts and serious athletes alike. The brand’s website features thousands of SKUs, from apparel to treadmills, making product discovery and buyer confidence key factors in their success.

The Industry Obstacle

In ecommerce, even strong traffic doesn't always lead to sales. Customers often drop off when they can't find quick answers to key questions like whether a product is in stock, how it fits, or when it will arrive. These small uncertainties, especially for new or cautious buyers, can stall the purchase journey.

In addition, Lebanon’s multilingual market introduces complexity. Shoppers regularly switch between Arabic, English, and French—sometimes using Arabic phonetically in Latin script. Ecommerce tools that do not support this language switching risk missing opportunities to engage customers effectively across all their preferred languages.

The AI Chat Solution

To enhance customer engagement and streamline the path to purchase, MikeSport implemented Conversagent, an AI-powered chat assistant designed specifically for ecommerce.

Why Conversagent?

• Handle multilingual and code-switched conversations — including "WhatsApp-style" Arabic
• Respond instantly to product, delivery, and sizing questions
• Operate autonomously, without requiring additional support staff

Where It Was Deployed:

The assistant was placed across key conversion points including the homepage and product detail pages (PDPs).

What It Did:

• Answered shopper questions in real time
• Helped users find the right products
• Provided delivery, availability and other relevant details
• Built confidence with clear, conversational support

“We’re genuinely happy with the solution so far and definitely see the value it brings. It’s been exciting to see how well it’s engaging with our customers, the traction has been very encouraging.”
— Ecommerce Lead, MikeSport

Results: Conversion Gains

In just three months, Conversagent achieved a 25.48% conversion rate, meaning a significant portion of shoppers who engaged with the chatbot went on to complete a purchase by the end of July.

This conversion lift represents real revenue growth with no added strain on the support team.

Key Takeaways for Ecommerce Teams

• Real-time support matters, especially during decision-making moments
• Multilingual AI builds trust in culturally and linguistically diverse markets
• AI chat assistants can drive conversions at scale without adding human overhead
• Conversagent delivers fast, measurable ROI with a setup that adapts to your market