Store Associate Assist

For the store associate on the floor with a customer in front of them and a question that spans a category no one person can master — product, policy, promotion, procedure.

It takes the question with store, role and department context, retrieves the applicable policy, product attributes and current promotion, resolves the policy and compares products deterministically, and returns a cited answer — or a drafted escalation when the answer is not in scope.

How it works

1. Takes the question with store, role and department context.
2. Retrieves the applicable policy, SOP and product sources.
3. Builds the side-by-side comparison (deterministic).
4. Checks the current promotion, price and eligibility (deterministic).
5. Drafts the cited answer or the escalation.

The policy resolution and product comparison come from deterministic engines; the model retrieves, orchestrates and writes the cited prose.

Example scenario

Price-match pressure, with the customer standing there. Three things the documents settle:

• The exclusion clause outranks the general one — marketplace and third-party sellers are excluded, and the answer cites the clause rather than the general policy.
• The bundle promotion ended one day before, and the eligibility test names the failing leg with exact dates.
• Price execution stays a manager action, so the draft gives the associate the script and a manager escalation.

A naive assistant matches the price because “the old manager did”. This one cites why not.

What you bring

Store SOPs and the employee handbook, returns and price-match policy, a PIM or catalog extract, promotion packs, and planogram notes.

Boundaries

Answers and drafts only. It never overrides a price, authorises a refund, reserves inventory or changes a schedule.