How Mattress Firm’s Sleep Experts® are championing CX with AI agents

AI success story sneak peek

As the largest omnichannel mattress retailer in the U.S., Mattress Firm’s 6,000+ Sleep Experts® are trusted advisors guiding customers to better sleep across 2,200+ stores. But with product information, promotions, financing options, training materials, and operational procedures spread across multiple disconnected systems, even the most experienced sales associates faced time-consuming knowledge searches, especially during live customer conversations.

AI agent for retail sales

To support their forward-thinking culture of innovation and putting customers first, Mattress Firm partnered with Grid Dynamics to create SleepExpert.AI, an AI agent for retail sales enhancement built on Google Cloud’s Vertex AI and Gemini models. SleepExpert.AI is designed to provide instant, accurate, conversational, and contextually relevant answers to Sleep Experts® in real time. It consolidates all key sales knowledge and product data into a single, intuitive chat interface so that Sleep Experts® can compare hundreds of granular product specs in seconds, access real‑time promotions and financing details, and even navigate operational SOPs without leaving the conversation.

Beyond information retrieval and sales assistance, SleepExpert.AI’s unique Drill Mode uses interactive, AI‑driven roleplay to help associates practice sales techniques, refine power statements, and sharpen closing skills. This means Sleep Experts® can turn quiet store moments into measurable skill‑building sessions. Intelligent AI agents adapt training based on user responses, ensuring personalized coaching at scale.

Just weeks after the launch, thousands of chats and practice drills were completed, empowering Sleep Experts® with AI-driven knowledge and training to drive stronger conversions and customer satisfaction.

Want to see the full business impact, technical architecture, and performance metrics?

Download the complete case study to explore:

• How we helped Mattress Firm unify fragmented data sources with AI orchestration
• Sales enablement capabilities that boost associate confidence and close rates
• The measurable ROI and adoption patterns post‑launch

Get the full story and see how AI can optimize your frontline team performance and customer experience.

Authors

Dmitry Larko

Principal Architect, CTO Office

Dmitry Larko joined Grid Dynamics in 2025 with 20 years of extensive experience in the IT industry, bringing deep expertise in data science and artificial intelligence. At Grid Dynamics, he leverages his background in machine learning, predictive analytics and generative AI to drive data-driven solutions for enterprise clients. Prior to Grid Dynamics, Dmitry served as Senior Principal Data Scientist at H2O.ai where he developed a best-in-class AutoML solution and applied his machine learning skills to various domains. A recognized Kaggle Grandmaster, Dmitry has achieved impressive results in multiple competitions. He holds a Master's in Computer Information Systems from Krasnoyarsk State Technical University (KSTU).

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Ihor Yurenko

Ihor Yurenko is a Staff Software Engineer and Technical Lead at Grid Dynamics. Since joining the company in 2015, he has leveraged over a decade of systems engineering experience to lead the design and scale of complex, distributed enterprise architectures. Currently, he directs the technical strategy for advanced AI platforms, specializing in the overarching architecture of Generative AI ecosystems, advanced NLP, and enterprise-grade Retrieval-Augmented Generation (RAG).

Operating at the intersection of systems architecture and artificial intelligence, Ihor’s leadership focuses on AI governance, platform reliability, and seamless production integration. His core strategic initiatives include designing comprehensive AI observability solutions, establishing robust frameworks for cross-domain AI adoption, and ensuring that intelligent systems remain scalable, transparent, and future-proofed against rapid technological shifts.

Recognized as Grid Dynamics' 2025 Engineer of the Year for his outstanding technical leadership, Ihor holds a Master's degree in Information Management Systems and is an AWS Certified Solutions Architect.

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