115k
Messages handled in 20 days
How Being Human improved their sale-time shopping experience with Fynd Kaily
Fynd Kaily's web and WhatsApp agents handle 115k messages during a crucial sales window
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Being Human's well-timed pivot towards AI shopping experiences shows that adopting AI agents does not always have to be tedious. Intelligent solutions like Fynd Kaily can help brands create AI agents for many ecommerce use cases other than just customer support.
They can then launch these agents to full-scale customer traffic without worrying about uptime and response consistency.
88.6%
Positive customer sentiment
2.5x
Traffic spike handled on sale days
100%
Uptime during peak traffic
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At the beginning of December 2025, Being Human was preparing for its biggest sales window of the year: celebrity ambassador Salman Khan's birthday sale from December 25-27.
This annual high-intent shopping period brings:
- Sharp traffic spikes.
- An influx of first-time shoppers.
- Heavy pressure on support teams with queries for sizing, orders, billing, and refunds.
Sales like these attract highly motivated customers looking to make big purchases. Trusted brands like Being Human can significantly increase conversions with instant answers and smoother experiences.
We had been discussing support and discovery automation for months. The sale turned out to be the perfect reason for us to try it out. Fynd Kaily went live quickly, and handled sale pressure very well.
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Here's what made Fynd Kaily the right fit for Being Human's sale-time pivot toward AI shopping experiences.
- Could go live quickly, aligning with sale timelines.
- Built for every ecommerce use case from discovery and account support to billing, refunds, and returns.
- One system across web and WhatsApp, managed via a single dashboard.
- AI agent collected context and transferred complex conversations to human teams.
- Support could scale across regions and channels without extra support headcount.
The Agent
Being Human and Fynd Kaily's teams came up with the ultimate solution: BH Buddy, a customized AI agent fine-tuned for these use cases.
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Sale days
Fynd Kaily supported a dramatic surge in traffic during the three-day sale window.
- 1.8x more customer support queries.
- 2.5x more queries handled on peak sale day (27th December).
- Wide variety of queries across discovery, billing, order status, refunds, and post-purchase support.
BH Buddy handled this with a strong 88.6% favourable response. Response quality metrics were stable at 7/10.
This performance built trust and encouraged shoppers to keep using AI agents after the sale.
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Post sale impact
Shoppers continued to return to both web and WhatsApp agents after the sale, including a surge in first-time users.
- Daily cross-channel messages increased by 2.8x.
- Agent empathy scores rose by 24.8% with feedback-driven improvements.
- WhatsApp became the primary channel, contributing 57.7% of post-sale chats.
Average conversation depth also increased more than two-fold, showing deeper and more helpful interactions. Being Human's targeted AI rollout helped manage an important sales period without support overhead while boosting long-term adoption of BH Buddy.
