Case Study: AO.com achieves real-time hyper-personalization and increased conversions with Confluent

AO.com Delivers a Hyper-Personalized Retail Experience for Its Customers with Confluent

AO.com, one of the UK’s largest online electrical retailers, set out to maximize customer satisfaction and revenue by delivering hyper‑personalized experiences that treat each site visit as a unique, one‑on‑one marketing moment. Facing the need to combine historical customer records with real‑time digital signals across multiple lines of business, AO.com adopted an event‑streaming approach based on Apache Kafka and the Confluent Platform, later moving to Confluent Cloud to support a flexible, extensible Single Customer View.

Using Confluent (Schema Registry, KSQL, connectors and Confluent Cloud), AO.com streams, enriches and routes raw and clickstream events into Lambda, MongoDB and S3 to inject personalized offers and content into customer sessions in real time. The Confluent solution delivered real‑time hyper‑personalization, accelerated innovation, and freed developers from infrastructure work; AO.com reports a significant increase in conversion rates in A/B testing and eliminated multi‑day outage recovery work that previously consumed developer time.

AO.com

Jon Vines

Software Development Team Lead