Our online drop-off wasn't a pricing problem, it was a confidence problem. Customers needed detailed guidance on what to get, and Kaily is helping us deliver that at every touchpoint.
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How Fynd Kaily powers guided discovery for Samsonite
Samsonite helps shoppers find the perfect bags with Fynd Kaily's personalized guidance
Samsonite is a global leader in premium travel gear, trusted by travelers for over a century. Its products are built with trademarked materials, specially developed for travelling comfort.
Their stores specialize in hyper personalized guidance, helping customers find the right bags made specially for their needs. Guided discovery is an integral part of the Samsonite brand. The company had been looking to craft a similar experience for their online shopping channels when they approached Kaily.
98%
Positive customer sentiment for product discovery
5.1
Average messages per thread
Samsonite provides in-store customers a personalized, use case-based shopping experience where store associates understand each travel need and help customers find the right gear.
The brand wanted to replicate this on their website with a smart AI agent that could answer questions about:
- Shell material and durability
- Weight and maneuverability
- Cabin vs. check-in compliance
- Warranty and long-term reliability
The agent also needed to be friendly and attentive, understanding the way people travel. It then introduces shoppers to different trademarked materials developed by Samsonite for every travel need.
Samsonite deployed Kaily as a guided discovery assistant inside its digital shopping flow. Instead of searching product pages, customers could ask questions in plain language and get accurate, contextual answers. Kaily helped them:
- See products based on specific travel use cases.
- Understand material differences and durability trade-offs.
- Clarify doubts about size, weight, and airline suitability.
- See warranty and product specs in plain language.
All while keeping a premium tone aligned with Samsonite's brand.
Kaily's AI agent was primarily used by Samsonite customers for finding the right products. 80% of all messages handled by the agent were related to product discovery and information.
- 19% of messages were general support queries around warranty, returns, and delivery policy.
- 1% of messages were billing and payment inquiries.
Kaily handled discovery queries with 98% favorable customer sentiment and an average of 5.1 messages per thread. This made Kaily an important part of Samsonite's new web shopping experience.
What this means for your brand
For high-consideration purchases, confidence drives conversion. Kaily enables brands to extend premium in-store experiences to websites, where each visitor receives apt attention and help, prompting them to make a purchase.
Guided shopping is one of many use cases Kaily solves for global ecommerce brands. Reach out to explore how Kaily can help your brand win.
