Hamilton Perkins Collection
Intelligent AI Chatbot Bridges B2B Recycling Operations and B2C E-commerce Experience
Industry
Sustainability / E-commerce / B2B RecyclingProject type
AI Chatbot Development / Web Application IntegrationProject duration
2024 - In Progress (6+ Months)Team size
5 specialists
At a glance
Project milestones delivered:
B2B Quote Automation
Reducing quote generation from days to under 60 secondsDual-Purpose Intelligence
Single AI chatbot serving both B2B and B2C audiences24/7 Availability
Automated quote generation and customer support around the clockCore Functions
Automated B2B Recycling Cost Estimates & B2C Sales AssistancePlatform
AI-Powered Conversational Interface
About Hamilton Perkins Collection
Hamilton Perkins Collection (HPC) is a pioneering force in sustainable fashion, transforming recycled materials—plastic bottles and reclaimed billboard vinyl—into premium bags and accessories. Their dual-market approach sets them apart: a thriving direct-to-consumer e-commerce business selling to environmentally conscious shoppers, combined with a robust B2B recycling operation that sources and processes materials for manufacturing.
The company's commitment to sustainability extends beyond products to their business model. They work with recycling partners worldwide to collect post-consumer waste and repurpose it into high-quality materials, reducing landfill impact while creating economic value from materials that would otherwise be discarded.
As HPC scaled, they faced a unique operational challenge: serving two distinct, equally critical audiences—B2B recycling partners requiring complex logistics coordination and technical specifications, and B2C customers seeking engaging shopping experiences and product information.
Founded
Headquarters
Market
Notable Achievement
The Challenge
Market context
Sustainability-focused businesses face unique pressure: customers and partners expect seamless digital experiences while maintaining authentic environmental values. For Hamilton Perkins Collection, this meant meeting professional B2B service expectations while delivering compelling retail experiences—all without expanding headcount or sacrificing responsiveness.
Core business problems
The client faced critical challenges that created operational bottlenecks:
B2B Quote Bottleneck
Every B2B recycling inquiry required manual processing through email chains and spreadsheet calculations. Sales teams spent 2-3 days per quote gathering information about material type, quantity, location, and logistics—time that delayed partner onboarding and diverted resources from relationship building and deal closing.B2C Cart Abandonment
E-commerce customers frequently had questions about product sustainability credentials, material composition, care instructions, and shipping policies. Without immediate answers during the browsing experience, potential buyers abandoned carts, leading to lost revenue and disconnected customer journeys.Resource Allocation Strain
The small, sustainability-focused team needed to maximize impact. Dedicating specialists to repetitive quote requests and basic customer inquiries meant fewer resources for strategic growth initiatives, product innovation, and meaningful partner relationships.Inconsistent Information Delivery
With multiple team members handling inquiries across B2B and B2C channels, information consistency varied. Pricing details, product specifications, and sustainability impact data sometimes conflicted between channels, creating confusion and diminishing brand authority.
Strategic constraints
Additional complexity came from:
Brand Voice Consistency
HPC's authentic, mission-driven voice needed to translate seamlessly into automated interactions. Generic chatbot responses would undermine years of careful brand building and customer trust.Technical Integration Requirements
The solution needed to integrate with existing e-commerce platforms, inventory systems, and CRM tools without disrupting current operations or requiring platform migrations.Data Security and Privacy
B2B partners share sensitive business information during quote requests. The system required enterprise-grade security, GDPR compliance, and transparent data handling practices.
The Strategic Goal
Build an intelligent AI chatbot that automatically generates accurate B2B recycling quotes within 60 seconds while simultaneously serving as a knowledgeable B2C shopping assistant—freeing the HPC team to focus on strategic growth while delivering exceptional experiences to both audiences 24/7.
Our solution
Why HyperSense
Hamilton Perkins Collection chose HyperSense for our demonstrated expertise in building conversational AI systems that handle complex business logic while maintaining natural, brand-aligned interactions. Our proven track record with AI & Machine Learning implementations, combined with deep experience in e-commerce integrations and B2B workflow automation, positioned us as the ideal partner.
Our differentiators:
- Conversational AI expertise with Anthropic Claude and AWS Bedrock for nuanced, context-aware dialogue management
- Dual-purpose system design experience serving distinct user personas through unified interfaces
- Sustainable tech practices aligned with HPC's environmental values—efficient cloud architecture minimizing computational overhead
Our approach:
We began with comprehensive discovery, conducting stakeholder interviews across HPC's sales, operations, and customer service teams to understand the distinct needs and pain points of both B2B partners and B2C customers.
Through user journey mapping, we identified critical decision points where immediate information access would have maximum impact—quote request initiation for B2B users, and product exploration moments for B2C shoppers.
Our development methodology combined Agile sprints with continuous user testing. We deployed an iterative MVP approach, launching core B2B quote automation first to validate the calculation logic and data collection flow, then layering in B2C capabilities using insights from initial deployment.
This phased rollout allowed HPC to realize immediate value while we refined the conversational experience based on real user interactions.
Quality assurance extended beyond functional testing to conversational accuracy and brand voice alignment.
We implemented continuous monitoring of chatbot interactions, analyzing conversation logs to identify misunderstandings, refine response accuracy, and ensure the AI maintained HPC's authentic, mission-driven tone across both B2B technical discussions and B2C product conversations.
What we delivered
Core platform capabilities:
Intelligent conversation orchestration
Distinguishing between B2B quote requests and B2C shopping inquiries based on user intentB2B quote engine
Structured data collection workflow for B2B recycling quotes (material type, quantity, location, specifications)B2C product knowledge
Natural language product knowledge base for B2C customers with sustainability impact informationSeamless human handoff
Seamless human handoff when complex inquiries exceed automated capabilities
Supporting Infrastructure:
Express.js API backend
Integrating quote calculation logic with inventory and pricing systemsPostgreSQL database
Storing conversation history, quote records, and customer interaction analyticsReact chat widget
React-based chat interface widget embedded in HPC website with responsive Tailwind CSS designAWS Bedrock Data Automation
Continuous knowledge base updates from product catalog changes
Integration & Deployment:
Website integration
Website integration with minimal impact on existing e-commerce platform performanceCRM synchronization
CRM synchronization capturing qualified B2B leads and B2C customer insightsAnalytics dashboard
Analytics dashboard providing visibility into conversation patterns, quote volume, and conversion metricsDocumentation & training
Comprehensive documentation and team training for ongoing chatbot management
Architecture & technology
We architected a scalable, cloud-native solution leveraging AWS Bedrock's managed AI infrastructure to eliminate operational overhead while ensuring enterprise-grade reliability and security. The serverless approach allows HPC to scale effortlessly during traffic spikes without paying for idle capacity.
AI/ML Foundation
Technologies
AWS Bedrock, Anthropic Claude
Purpose
Advanced natural language understanding, context-aware conversation management, nuanced intent recognition for dual-purpose interactions
Data Automation
Technologies
AWS Bedrock Data Automation
Purpose
Continuous knowledge base synchronization from product catalogs, pricing updates, and business rule changes without manual intervention
Frontend Widget
Technologies
React, Tailwind CSS
Purpose
Responsive, accessible chat interface embedded seamlessly into HPC website with brand-consistent styling and mobile-optimized experience
Backend API
Technologies
Express.js, Node.js
Purpose
Business logic orchestration, quote calculation engine, conversation routing, CRM integration, and analytics data aggregation
Database
Technologies
PostgreSQL
Purpose
Structured storage for conversation logs, quote history, user interaction analytics, and business intelligence data with ACID compliance
Cloud Infrastructure
Technologies
AWS (Lambda, API Gateway, S3, RDS)
Purpose
Serverless computing for auto-scaling, API management for secure external integrations, managed database hosting, and object storage
Technical Highlights
We implemented intelligent conversation context management using Anthropic Claude's extended context window, enabling the chatbot to maintain coherent multi-turn conversations while remembering previous user statements—critical for B2B quote workflows where users provide information incrementally. The system dynamically adjusts conversational style based on detected user intent, shifting from professional, specification-focused dialogue for B2B partners to friendly, benefit-driven language for B2C shoppers.
Performance optimization focused on response latency, achieving sub-500ms response times for typical interactions through strategic caching of frequently accessed knowledge base content and pre-computed quote calculation templates. This ensures conversations feel natural and immediate, matching the responsiveness users expect from human interactions.
Key Features & Capabilities
Automated B2B Recycling Quote Engine
What it does:
The chatbot guides B2B partners through a structured conversation collecting all critical data points required for accurate recycling cost estimates: material type (plastic bottles, billboard vinyl, other recyclables), quantity (metric tonnes, container loads), pickup location (domestic or international), and logistical requirements (processing timeline, delivery specifications).Why it matters:
This feature transforms a multi-day manual bottleneck into a 60-second automated interaction. B2B partners receive instant, accurate cost estimates without waiting for sales team availability, capturing qualified leads 24/7 globally across all time zones. The HPC team shifts from repetitive data gathering to high-value activities: closing deals, building partner relationships, and strategic business development. Early deployment data shows the system captures and qualifies leads during off-hours that would have been lost under the previous manual process.Technical approach:
The quote calculation engine integrates real-time pricing data, shipping cost APIs, and business rule logic defined by HPC's operations team. AWS Bedrock Data Automation ensures pricing updates propagate to the conversational knowledge base within minutes, eliminating version control issues and manual synchronization overhead.
B2C E-commerce Shopping Assistant
What it does:
For retail customers browsing the HPC website, the chatbot serves as an on-demand product expert answering questions about materials, sustainability impact, product care, sizing, shipping policies, and returns. It proactively suggests products based on customer preferences expressed during conversation and guides uncertain shoppers toward confident purchase decisions.Why it matters:
This capability directly reduces cart abandonment by addressing the most common friction points in the e-commerce journey: uncertainty about product details, lack of immediate support during browsing, and hesitation about making eco-conscious purchasing decisions without full information. By providing instant, accurate answers precisely when customers need them, the chatbot keeps purchase momentum strong and builds trust through transparency about materials, manufacturing processes, and environmental impact.Technical approach:
The knowledge base draws from HPC's product catalog, FAQ documentation, sustainability certifications, and customer service interaction history. Natural language understanding identifies implicit customer concerns—such as durability questions signaling hesitation about recycled material quality—allowing the chatbot to proactively address underlying objections with specific reassurance and evidence.
Intelligent Conversation Routing
What it does:
The system automatically detects whether a user is a B2B partner seeking quotes or a B2C customer shopping for products based on conversational cues, initial questions, and contextual signals. It adapts language, tone, and information depth accordingly, seamlessly switching between technical specifications for business inquiries and benefit-focused product storytelling for retail customers.Why it matters:
This dual-purpose intelligence eliminates the need for separate chatbot interfaces or manual user segmentation at conversation start. Both audiences experience contextually appropriate interactions without friction, navigation complexity, or irrelevant information. The unified system reduces maintenance overhead for HPC—one platform to manage, one knowledge base to update, one analytics dashboard to monitor—while delivering specialized experiences tailored to each audience's distinct needs and expectations.
Seamless Human Escalation
What it does:
When conversations exceed the chatbot's automated capabilities—complex custom quote requests, nuanced product questions, or customer frustration signals—the system smoothly transitions to human team members with full conversation history, context, and customer information preserved.Why it matters:
This hybrid approach combines AI efficiency with human expertise, ensuring no customer or partner feels abandoned by automation. The HPC team receives warm handoffs with complete context, eliminating the frustration of customers repeating information and allowing specialists to immediately provide high-value assistance. Escalation analytics inform continuous chatbot improvement, identifying knowledge gaps and conversation patterns that benefit from expanded automated capabilities over time.
Implementation journey
Discovery & Architecture Design (4 weeks)
- Conducted comprehensive stakeholder interviews with HPC sales, operations, customer service, and leadership teams to understand workflows, pain points, and success criteria
- Analyzed historical customer service transcripts and B2B email threads to identify common conversation patterns, information requirements, and decision points
- Designed conversation flow architectures for both B2B quote workflows and B2C shopping assistance scenarios with clear escalation paths
- Established brand voice guidelines and conversational tone parameters aligned with HPC's authentic, mission-driven identity
- Defined technical architecture leveraging AWS Bedrock's managed AI infrastructure for scalability and operational simplicity
MVP Development & B2B Launch (8 weeks)
- Built core conversational AI engine using Anthropic Claude with structured quote data collection workflows
- Developed Express.js backend API integrating quote calculation logic validated by HPC operations team
- Created React-based chat widget with responsive Tailwind CSS design matching HPC website aesthetics
- Deployed initial MVP focused on B2B quote automation to validate business logic and data collection flow
- Monitored early conversations closely, refining response accuracy and conversation navigation based on real partner interactions
- Iterated on conversation design to reduce friction, clarify ambiguous questions, and improve quote accuracy
B2C Expansion & Knowledge Base Integration (6 weeks)
- Extended conversational AI capabilities to handle B2C shopping assistance scenarios with product-focused dialogue
- Integrated product catalog, sustainability documentation, and customer FAQ knowledge base using AWS Bedrock Data Automation
- Implemented intelligent conversation routing distinguishing between B2B and B2C intent based on contextual signals
- Deployed unified chatbot interface serving both audiences with context-appropriate language and information depth
- Conducted user acceptance testing with HPC team and select customers to validate experience quality
- Refined natural language understanding to improve intent detection accuracy and reduce conversation friction
Analytics, Optimization & Ongoing Enhancement (Ongoing)
- Continuous conversation monitoring and quality assurance analyzing interaction logs for accuracy, brand alignment, and user satisfaction
- Regular knowledge base updates incorporating new products, policy changes, and sustainability impact data
- Iterative conversation flow improvements based on escalation patterns and user feedback
- Performance optimization ensuring sub-500ms response times during traffic peaks
- Analytics reporting providing HPC visibility into quote volume, conversion metrics, and customer insights
- Feature enhancements expanding automated capabilities based on demonstrated business value
Business Impact & Results
The intelligent AI chatbot is already transforming how Hamilton Perkins Collection serves both B2B partners and B2C customers, demonstrating substantial operational efficiency gains, improved lead capture, and enhanced customer experience.
Operational Transformation Underway
B2B Efficiency Gains
Quote generation time reduced from 2-3 days to under 60 seconds, freeing sales specialists to focus on relationship building and deal closing rather than repetitive data gathering24/7 global availability captures international partner inquiries across all time zones, eliminating delays from working-hour limitationsConsistent, accurate quote calculations eliminate version control issues and information discrepancies that previously occurred with manual spreadsheet processesB2C Experience Enhancement
Immediate product information and sustainability impact data available on-demand during browsing, reducing purchase hesitationProactive shopping assistance guides uncertain customers toward confident purchase decisions aligned with their values and needsAfter-hours customer support maintains engagement momentum when human team members are unavailableStrategic Resource Reallocation
HPC team transitions from reactive inquiry response to proactive strategic initiatives: partner relationship deepening, product innovation, and growth planningCustomer service specialists focus on high-complexity, high-value interactions where human expertise delivers maximum impactOperations team gains data-driven insights from conversation analytics informing business strategy and product development
Strategic advantages gained
Operational Scalability Without Headcount Expansion
Hamilton Perkins Collection can now handle substantially higher inquiry volumes across both B2B and B2C channels without proportional increases in customer service or sales team size. This operational leverage enables aggressive growth strategies previously constrained by resource limitations, allowing HPC to pursue new markets, partnerships, and product lines with confidence in their ability to deliver excellent service at scale.
Data-Driven Business Intelligence
Every conversation generates structured data about customer needs, partner requirements, and market dynamics. HPC gains unprecedented visibility into which materials generate highest B2B interest, what sustainability questions matter most to B2C customers, and where information gaps create friction. These insights inform product development, marketing messaging, and strategic planning with empirical evidence replacing assumptions.
Competitive Differentiation Through Technology
In the sustainable fashion and recycling industries, few competitors offer sophisticated AI-powered self-service capabilities. HPC's intelligent chatbot becomes a market differentiator, signaling technological sophistication and customer-centric innovation that reinforces their position as industry leaders in sustainability and operational excellence.
Measurable outcomes in progress
As the system reaches full operational maturity, HPC is tracking key metrics across both B2B and B2C channels:
Lead Capture & Qualification
Volume of B2B quote requests captured, with segmentation by material type, quantity, and geography to inform partnership strategyConversion rates from automated quotes to sales team follow-up, measuring quote accuracy and lead qualification effectivenessOff-hours lead capture volume demonstrating global reach expansion previously unattainable with manual processesE-commerce Impact
Product inquiry volume and topic distribution revealing customer information needs and guiding content strategyEngagement metrics tracking conversation length, question types, and satisfaction indicatorsCart abandonment reduction in segments where chatbot interaction occurred versus non-engaged browsersOperational Efficiency
Time savings quantified by comparing pre-automation manual processing hours to automated volume handledHuman escalation rates and patterns identifying optimal balance between AI efficiency and human expertise applicationKnowledge base accuracy metrics tracking how frequently automated responses require correction or supplementation
Key Takeaways & Lessons
What's Making This Successful
User-Centric Design First
Beginning with deep discovery into actual user needs and conversation patterns—rather than technology-first thinking—ensured the chatbot addresses real pain points with genuine business value. Analyzing historical customer service transcripts and B2B email threads provided invaluable insight into how people actually communicate about recycling quotes and product questions, allowing us to design conversations that feel natural rather than forcing users into rigid chatbot logic.Phased MVP Approach Validates Before Scaling
Launching B2B quote automation first allowed us to validate complex business logic, test AWS Bedrock infrastructure under real load, and refine conversation design with actual partner feedback before expanding to B2C capabilities. This de-risked the investment and built organizational confidence through early wins, creating momentum for continued enhancement.Managed AI Infrastructure Accelerates Delivery
Leveraging AWS Bedrock and Anthropic Claude eliminated months of foundational AI development work that would have been required with custom model training and infrastructure management. HPC gained state-of-the-art conversational AI capabilities without building specialized in-house machine learning expertise, focusing resources on business logic, integration, and user experience where they deliver unique value.
Technical Innovations
The intelligent conversation routing system represents a notable advancement in dual-purpose chatbot design. Rather than requiring explicit user self-identification ("Are you a business or consumer?"), the system infers intent from conversational context, question patterns, and linguistic cues. This creates seamless experiences while maintaining separate conversation workflows optimized for each audience—a pattern applicable to any business serving distinct customer segments through unified interfaces.
HyperSense Services & Solutions Featured
This project showcases our expertise across multiple capabilities:
Custom Software Development
Full-stack development delivering integrated chatbot platform with React frontend, Express.js backend, and PostgreSQL databaseAI & Machine Learning
Conversational AI implementation leveraging AWS Bedrock and Anthropic Claude for natural language understanding, intent recognition, and context-aware dialogue managementCloud Architecture & DevOps
Scalable AWS infrastructure design with serverless computing, managed services, and automated deployment pipelines ensuring reliability and performance
Ready to Transform Customer Engagement with Conversational AI?
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If your business faces similar challenges—manual processes limiting growth, customer inquiries overwhelming resources, or distinct audiences requiring specialized service—conversational AI may unlock substantial operational leverage and competitive advantage.
Transform your customer engagement with intelligent conversational AI solutions.
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