How Being Human improved their sale-time shopping experience with Kaily

Kaily's web and WhatsApp agents handle 115k messages during a crucial sales window

Introduction

Industry

Retail & Ecommerce

Solusi

Website Agent

WhatsApp Agent

Voice chat support

Chat handoff

Being Human's well-timed pivot towards AI shopping experiences shows that adopting AI agents doesn't always have to be tedious. Intelligent solutions like 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.

115k

Messages handled in 20 days

88.6%

Positive customer sentiment

2.5x

Traffic spike handled on sale days

100%

Uptime during peak traffic

The Opportunity

At the beginning of December 2025, Being Human was prepping for its biggest sales window of the year--celebrity ambassador Salman Khan's birthday sale from December 25-27.

This is an annual high-intent shopping period that brings

Sharp traffic spikes
An influx of first-time shoppers
Heavy pressure on support team 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 their 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. Kaily went live quickly, and handled sale pressure very well.

Jimesh Vakharia

Director of Ecommerce, Being Human

Why Kaily

Here's what made Kaily the perfect fit for Being Human's sale-time pivot towards AI shopping experiences.

Can go live in days, aligning with Being Human’s sale timelines
Built to handle every ecommerce use case from discovery, account support, and order management, to billing, refunds, and returns.
Single system across web and WhatsApp, can be handled from a single dashboard
AI agent collects context and transfers the conversation to a human agent for complex queries
Support can be extended to multiple regions and channels without hiring extra support agents

Meet: BH Buddy

The Agent

Being Human and Kaily's teams came up with the ultimate solution: BH Buddy, a customized AI agent fined-tuned for these use cases.

Impact

Sale days

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 - customers sought help with everything from discovery to billing, order status, refunds and other post-purchase support

BH Buddy handled all of this with a great 88.6% favourable customer response. Response quality metrics were also stable at 7/10.

This performance built trust with shoppers and encouraged them to use the AI agents even after the sale

Post sale impact

Shoppers continued to return to both web and WhatsApp agents after the sale. They even saw a surge in first-time users, showing a post-sale boost in AI adoption

Daily message volume across channels increased by 2.8x
Agent empathy scores rose by 24.8% showing better responses thanks to feedback collected during the sale
WhatsApp emerged as the primary channel, accounting for 57.7% of all post-sale chats

Amidst all this, average conversation depth also increased more than two-fold, showing deeper, more helpful conversations.BH Buddy handled all of this with a great 88.6% favourable customer response. Response quality metrics were also stable at 7/10.

Being Human’s quick and well-placed pivot towards AI shopping experiences helped them handle an important sales period without support overhead. It also helped the brand push AI agent adoption by familiarizing shoppers with BH Buddy in a sale environment.