Building a personal shopper for American Tourister Qatar

Learn how Fynd Kaily helps American Tourister bring personalization to every shopper

Introduction

Industry

Retail/Ecommerce

Solutions

Product Discovery

Personalized Recommendations

Customer Support

Integrations

Shopify

Total Workflows

120

Actions Executed

3M+

American Tourister is a globally recognized travel and lifestyle bag brand, known for its bold design, everyday durability, and accessible pricing. In Qatar, the brand serves a diverse, style-conscious customer base shopping across luggage, backpacks, and accessories

Customers have different lifestyles, travel patterns, and style preferences, and they want product recommendations that reflect that. American Tourister Qatar wanted to bring that personalized, in-store advisory experience online, and a helping hand through the entire journey from discovery to checkout. They approached Fynd Kaily to make it happen.

Try agent

Every customer has a different story, where they're going, how they travel, what they carry. Fynd Kaily takes all of these questions into account before making a recommendation

Shahid Raufi

Director of Ecommerce, Abu Issa

100%

Positive sentiment for product information chats

6.5

Average messages per thread

The Opportunity

For American Tourister’s shoppers, its perosnalized and guided shopping experiences played a key role in fostering their relationship with the brand. The brand’s store associates are trained to understand every traveller’s story and personal needs and help them make purchases based on that.

For American Tourister Qatar, the gap was clear: customers had real, specific needs (a stylish backpack, a cabin-friendly trolley, a gift for someone) but no easy way to communicate those needs on the website.

Without guidance, discovery felt flat and impersonal, the opposite of what the brand stands for.

They needed a shopping assistant that could understand a customer's style, purpose, and preferences, then recommend the right product with confidence.

Solution

American Tourister Qatar deployed Fynd Kaily as a personalized shopping assistant embedded in its website. The agent opens with a simple opening message, a promise to help the customers shop for bags “Crafted For Your Own Journey”.

Understanding travel purpose, style preference, and occasion
Recommending products tailored to the customer's specific context
Surfacing detailed product information in natural language
Showing similar options and alternatives within the same conversation
Maintaining a friendly, brand-aligned tone throughout

The result is a shopping experience that feels peronsalized for genuine, one-on-one interactions, even at scale.

When a customer described themselves as a style-conscious backpack user, Fynd Kaily didn't just return a filtered list. It asked about their preferred aesthetic, then surfaced relevant options that were both functional and with full product details, pricing, and next steps, all within the same conversation.

91% of the messages were about shoppers seeking detailed product information and guidance
9% of the chats sought general support help

Within its core use case, product discovery, Fynd Kaily reported 100% favourable customer sentiment and an average of 6.5 messages per thread showing deep, meaningful engagement

What this means for your brand

Great retail is built on knowing your customer. Fynd Kaily gives American Tourister Qatar the ability to deliver that personal touch to every online visitor, understanding who they are, what they need, and guiding them to the right product. It helps these customers through every stage of the shopping journey from checkout and finding the right coupons, right until order tracking. Fynd Kaily provides customers with these holisitc, perosnalized experiences every time, at any scale.