Client
Kinfolk Goods
Industry
Online store
We built
AI support agent
Live in
3 weeks
Kinfolk sells handmade homeware online. Support was two people answering around 120 emails a day, mostly about delivery times, returns and sizing.
The same questions came in all day, and complex issues got buried under simple ones.
120 support emails a day, answered by hand
Average first reply of 9 hours
Refund and return requests often missed
We built an AI support agent trained on their policies, product pages and two years of past replies. It answers on the website chat and by email, and checks live order status in Shopify.
Anything it isn't sure about goes to the team with the full conversation and a suggested reply.
Answers from their own policies, nothing made up
Live order and delivery status from Shopify
Returns started automatically within policy
Tricky cases handed over with context
Nine in ten questions are now answered in seconds. The team spends its time on the conversations that actually need a person.
90% of support handled without the team
First reply went from 9 hours to under a minute
Customer satisfaction up from 4.2 to 4.8
It answers the way we would, just faster. Customers can't tell, and they don't mind.
Priya Shah · Founder, Kinfolk Goods
The service behind this result
