Client Background
Buster’s Industrial Supply is a Fort Worth–based supplier of high-performance industrial tools and equipment. Their extensive online catalog includes abrasive tools, diamond blades, drill bits, welding products, janitorial supplies, automotive maintenance gear, and more. As a Shopify-based business, they serve both commercial and individual buyers, offering expert product support, fast shipping, and competitive pricing. Known for reliability and scale, Buster’s supports professionals across construction, automotive, manufacturing, and facility maintenance sectors.
With an expanding product catalog and growing online traffic, Buster’s Industrial Supply aimed to improve the customer experience on their Shopify site. Shoppers often needed help identifying the right product, understanding category differences, or connecting with a representative for commercial account services. The team wanted to reduce the time spent answering routine questions and ensure that customers could find key information quickly, no matter when they visited the site.
Challenge / Problem
Customers regularly asked questions such as “How do I contact Buster’s for a commercial account?” or “Where are you located?” Others needed help navigating product categories or choosing between options like diamond blades, core drills, or cleaning solutions. With a broad catalog and industry-specific terminology, it was easy for new users to feel overwhelmed. The Buster’s team needed a scalable solution to assist customers in real time, improve product discovery, and guide buyers to the right tools or support channels.
Solution
Buster’s Industrial implemented a voice-powered AI assistant named Sam using Omakase.ai to act as a digital product specialist and support resource. Sam was trained to answer frequently asked questions, such as how to open a commercial account or where to find specific product types. The assistant also helped customers explore categories like abrasives, diamond blades, welding products, and janitorial supplies.
Using Omakase’s fast Shopify integration, the assistant was installed on the site within a day and styled to match Buster’s Industrial’s brand and tone. As a Shopify-based business, Buster’s Industrial was able to seamlessly connect the assistant to their existing storefront. Sam now supports customers 24/7, helping them navigate a large product catalog, find relevant items quickly, and connect with the right team members when needed.
Results / Impact
The AI assistant Sam engaged in 65 customer conversations, generating 456 total messages with an average of 7.02 messages per session. During these interactions, users clicked through to product pages 11 times. These early results indicate that Sam is helping customers navigate Buster’s catalog more confidently and access key information without needing direct assistance from the support team.
Takeaways / Why It Matters
Buster’s Industrial Supply shows how AI can improve efficiency in high-volume, information-dense e-commerce environments. By providing real-time answers, Sam helped reduce friction in the shopping experience and enabled customers to get support when and where they needed it.
E-commerce businesses like Buster’s Industrial Supply are using Omakase.ai to support smarter product discovery, improve customer communication, and keep operations running smoothly.
