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CASE STUDY · REDCONCIERGE
Goosecross Cellars
Goosecross Cellars is a family-owned winery in Yountville. Before the site could sell a tasting or a bottle it had to answer questions, and the questions never stop: pairings, shipping states, club tiers, tasting formats, dog policy, event dates.
Tourists planning a trip want tasting options, hours and whether they can bring the dog. Wine buyers want the catalogue filtered by varietal, style and price. Club members want their account: shipment dates, allocation changes, address updates, pausing, gifting.
Serving all three usually means one of two bad options. A bloated FAQ nobody reads, or a tasting room phone that rings all day.
Tasting formats, hours, directions, dog policy, what to book first when you have never bought wine this way before.
The catalogue by varietal, style, budget and occasion, plus which states the winery can ship to.
Shipment dates, allocation changes, tier switches, address updates, pausing and gifting, all self-service.
We built a conversational concierge on goosecross.com, trained on the complete catalogue, club structure, tasting menu, events calendar and policies, and integrated with the winery's commerce platform.
Guests reach it three ways: typed chat, voice, and a search bar that feeds the same agent rather than a keyword index. It recommends wines by style, budget and occasion, answers pairing questions with recipes, walks members through club self-service, and links straight to product and booking pages.
Every wine, club tier, tasting format, event and policy, held as the agent's private knowledge base.
The site search field routes to the agent, so a keyword query returns an answer instead of a results page.
Spoken questions handled by the same agent and the same guardrails as typed ones.
Wines suggested by style, budget and the moment the guest describes, not by best-seller rank.
Skipping a shipment, switching tiers, changing an address or gifting a membership, completed in the conversation.
Whatever the winery is pushing that month, carried inside the chat window and measured on its own.
Every figure below is read from the metrics portal for January 1 to August 31, 2026.
22,684
chat sessions opened
4,638 of them turned into real conversations
10,318
guest messages handled
1 in 5 engaged conversations went four messages or deeper
1,265
clicks to product, booking and club signup
Plus 626 clicks on the in-chat promotional banner
The two most-used flows were browsing all wines and tasting experiences. But the typed questions show the range the agent absorbed: recommendations by budget, pairings for everything from oysters to Korean food, shipping rules by state, club tier comparisons, and a steady stream of member self-service from skipping a shipment to switching tiers.
They asked in French, Spanish and Afrikaans. They tried to prompt-inject it. They asked which model it runs on. It stayed in character, stayed within policy, and kept selling wine.
Goosecross Cellars now gives every website visitor what a guest gets at the tasting bar: a knowledgeable answer, a recommendation and a clear next step.
Discovery, hospitality and member service run through one agent, around the clock, in whichever mode the guest prefers.
Book a short call and we will show the concierge running on your own content, walk through the metrics portal you would get, and confirm the integration path for your commerce or booking platform.
RedConcierge is built and operated by Red Augment. One agent per property, trained on your data, live on your site in weeks.