E-commerce
July 1, 2026
A customer may keep a paper catalog, see a reference in a brochure, or find an old page with a product of interest. The problem arises when the reference no longer matches the website, the product has changed its name, or the collection is no longer available.
The chatbot must help transition from the printed medium to the online catalog. It can ask for the reference, page, description, or catalog date, and then suggest an exact match or a close alternative.
This guide explains how to use an AI chatbot to find a product from a printed reference, without leaving the customer to search on their own.
Summary
Why does the paper catalog remain important?
Even in a digital journey, paper continues to influence the purchase. A customer may have spotted a product at home, in-store, in a mailbox, or in a seasonal catalog.
The chatbot must respect this context. The customer does not start from a perfect keyword, but from a sometimes incomplete printed clue.
Finding a catalog product means translating a printed reference into an option available today.
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What information should be requested?
The bot may ask for the printed reference, page number, catalog name, date, a photo, color, size, displayed price, and a short description of the product.
It must accept partial information. A photo of the page or an approximate price may be enough to narrow down the search.
How to manage old references?
A printed reference may be expired, replaced, associated with an old collection, or different from the web reference. The chatbot must explain this possibility without discouraging the customer.
It can suggest an equivalent product if the exact product is no longer available, specifying what is identical and what has changed.
How do I check the printed price?
The catalog price may be linked to a period, a region, a promotion, or limited availability. The bot must check the validity date and avoid confirming an old price without proof.
If the customer provides a page with an offer that is still active, the case can be transferred for sales verification.
How do you propose an alternative?
When the product no longer exists, the chatbot can propose an alternative based on use, style, dimensions, material, color, or budget. It must explain why this option is similar.
A useful alternative does not just say "this product is similar." It shows how it meets the customer's initial needs.
Which flow to follow?
The flow must start from the printed clue and lead to a possible action.
Collect reference, page, catalog, date, photo, or description.
Search for the exact product in the current catalog and old references.
Check availability, variants, price, and conditions of the printed offer.
Propose the exact product, an alternative, or an alert if available.
Forward disputed prices, untraceable references, and reservation requests.
Which messages should be used?
To start: "I can help you find this product using the reference number or a photo of the page."
For an old collection: "This reference seems to be linked to a previous collection. I will look for the current product or the closest alternative."
For the price: "The printed price sometimes depends on the validity date of the catalog. I will check before confirming it."
When to transfer?
The transfer is necessary if the reference cannot be found, if the customer disputes a printed price, if the product needs to be reserved, if the page shows an offer that is still active, or if the catalog concerns a local market.
The bot must transmit the reference, page, photo, date, catalog, displayed price, offered product, and customer request.
Which KPIs should be monitored?
Follow the research from the paper catalog, retrieved references, old collections, contested printed prices, accepted alternatives, and commercial transfers.
This data shows whether the printed medium remains consistent with the online customer journey.
Which mistakes should be avoided?
Avoid saying that a reference does not exist without checking for old correspondences, confirming an expired price, or proposing an alternative without explaining the link to the printed product.
The chatbot must create a bridge between the paper page and the current purchase.
How can Qstomy help?
Qstomy can connect the chatbot to orders, catalog, coupons, business rules, returns, and privacy preferences to respond clearly, and then escalate sensitive cases with an actionable summary.
The chatbot helps the customer progress without exposing unnecessary data or promising an action that still depends on human, commercial, or regulatory validation.
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Key takeaways
Key Takeaways
A search from a paper catalog must start with the reference, the page, the date, and the printed context.
What the Customer Needs to Understand
The customer needs to know if the product still exists, if the price is valid, and what alternatives are close.
The Chatbot's Actual Limit
The chatbot can search and make suggestions, but it must hand over contested prices, untraceable references, and reservations.
Enzo
July 1, 2026
