This guide explains how to create SOPs that help Cavalry AI recommend the right products to customers and suggest complementary items as upsells. With the right setup, AI can either:

1. Natural Catalog Search – Gather information, search your catalog, and recommend the most relevant product(s), while suggesting add-ons.

2. Guided Recommendation – Follow a structured quiz-like flow with predefined mappings to recommend specific products and targeted upsells.

Both approaches ensure customers receive confident, personalized recommendations while also driving higher average order value (AOV).

Approach 1: Natural Catalog Search

When to Use

• You want AI to leverage your catalog search results and product metadata.

• If the product description is descriptive enough, the AI can use it (along with any exposed product tags or metadata) to provide relevant recommendations to the customer.

SOP Structure

Step 1: Identify Intent

• Detect when a customer is asking for a recommendation.

Step 2: Ask Clarifying Questions
If the request is too general, prompt the AI to ask details such as:

• “What’s your main goal (e.g., hydration, anti-aging, soothing)?”

• “Do you prefer capsules, powder, or liquid form?”

• “Any ingredient preferences or restrictions?”

Step 3: Catalog Search

• Instruct AI to search your product catalog with the customer’s keywords.

• AI can also see any exposed product tags in the search results (e.g., “vegan,” “oily skin,” “travel size”) and use them to prioritize or refine its recommendation.

• Include fallback instructions if no relevant products are found.

Step 4: Recommend Products

• If one clear match: confidently recommend that product.

• If multiple matches: suggest 2–3 options and explain differences.

• Always link the product name to the storefront URL so customers can easily view or purchase.

Step 5: Tone and Upsells

• Confident but friendly phrasing:

  • “Based on what you shared, I’d recommend our Hydration Serum—it’s great for dry skin.”

  • “We have two options that could work: Product A and Product B. If you prefer [format], I’d go with [Product B].”

• Upsell example:

  • “For best results, many of our customers like to pair this with Night Repair Cream.”

Approach 2: Guided Recommendation (Quiz Style)

When to Use

• You want a controlled flow with guaranteed results.

• Your products map cleanly to specific needs or preferences.

SOP Structure

Step 1: Build the Answer Matrix
Define how answers map to products. Example:

Step 2: Script the Question Flow
Create a conversational quiz-like path:

• “What’s your skin type?”

• “What’s your top concern?”

• “Do you prefer fragrance-free or scented?”

Step 3: Match Answers to Products

• Instruct AI to follow the answer matrix and provide the mapped product(s).

• Example:

  • If customer selects “Oily + Fine lines” → Recommend “Balancing Gel” + “Firming Cream.”

Step 4: Add Specific Recommendations & Upsells

• Always recommend the Hero Product as a first option.

• Conditional upsells:

• Example AI phrasing:

  • “Thanks for sharing! Based on your answers, the Hydration Serum is the perfect fit for you.”

  • “For even better results, I recommend pairing it with the Night Repair Cream.”

Step 5: Tone

• Keep it light and conversational:

  • “Got it! One last question before I give you my top pick…”

  • “Here’s my recommendation for you—plus a bonus option if you’d like to enhance your routine.”

Tips for Both Approaches

• Product Names & Links: Always provide exact product names and storefront links in recommendations.

• Tags in Results: AI can reference exposed product tags from catalog search results to refine responses.

• Fallbacks: Always include instructions for when no exact product fits.

• Review & Update: Keep SOPs updated as your catalog evolves.

If you need help creating a Product Recommendation SOP or building an answer matrix for guided recommendations, contact support@cavalry.ai.