Retail / E-commerce
Halcyon Boutiquecase study.
94% of after-hours enquiries captured
Hi, do you still have the Luna satin midi dress in champagne, size M?
10:48 PM
Yes, size M is available. There are 2 pieces left at the Orchard outlet and 1 available for same-day courier.
10:48 PM
Would it fit a 73cm waist? I need it for a wedding this Saturday.
10:49 PM
For a 73cm waist, M should fit comfortably. If you prefer a closer silhouette, I can reserve S and M for a fitting.
10:49 PM
Can you reserve both? I can come tomorrow around 1pm.
10:50 PM
Reserved. I also added the matching Isla pearl clutch because it is often paired with this dress. Want to see it?
10:50 PM
Yes, send me the link please.
10:51 PM
Sent the product links, fitting notes, and care guide. I can also prepare a WhatsApp invoice if you want to secure the dress tonight.
10:51 PM
Please send the invoice for the M. I will try the S tomorrow too.
10:52 PM
Done. Invoice sent and your fitting slot is booked for 1:00 PM tomorrow. The team has your size notes and occasion details.
10:52 PM
I will remind you 2 hours before the appointment and notify the stylist if traffic delays your arrival.
10:53 PM
AI Chatbot Integration
The Challenge
Customer enquiries flooded WhatsApp 24/7. Their team couldn't keep up - 60% of after-hours messages went unanswered.
The Pivots
A custom AI chatbot trained on their products and FAQs, integrated with WhatsApp and their CRM. It qualifies leads and routes urgent ones to a human.
Implementation
Audited the highest-volume WhatsApp questions and product objections.
Trained the assistant on product FAQs, policies, delivery details, and lead qualification rules.
Connected qualified enquiries to CRM follow-up paths and urgent cases to the human team.
Added reporting so the team could see captured enquiries and support savings.
"The assistant catches enquiries while the team sleeps, and customers still get a clear answer immediately."