Case Study: Goodwill Industries International improves local information access with Usman Group’s AI chatbot

Goodwill Industries International delivers 24/7 local answers with Usman Group’s chatbot in 60 days

Goodwill Industries International faced a challenge with its fragmented digital presence across over 3,300 locations, which made it difficult for users to find reliable, local information on store hours, donations, and job opportunities. The Usman Group was engaged to provide AI chatbot development services to unify this experience and reduce user confusion.

The Usman Group designed and launched a customized AI chatbot that served as a centralized source of truth. The solution used a zip code to provide hyper-local answers and a custom scraper to keep information from 154+ websites accurate. During a 60-day pilot, the chatbot handled over 2,200 prompts, with 34% being donation-related, successfully reducing customer service load and providing valuable user insights for future improvements.

Goodwill Industries International