How Fynd Kaily powers guided discovery for Samsonite

Samsonite helps shoppers find the perfect bags with Fynd Kaily’s personalized guidance

Introduction

Industry

Retail/Ecommerce

Soluções

Product Discovery

Guided Shopping

Customer Support

Integrações

Shopify

Total Workflows

120

Actions Executed

3M+

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

Try agent

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.

Shahid Raufi

Director of Ecommerce, Samsonite

98%

Positive customer sentiment for product discovery

5.1

Average messages per thread

The Opportunity

Samsonite provides its in-store customers with a personalized, usecase-based shopping experience where store associates understand each customer’s travel needs and help them find the right gear.  

The brand wanted to replicate this on their website an 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 would then introduce shoppers to different trademarked materials developed by Samsonite to meet every travel need.

Solution

Samsonite deployed Kaily as a guided discovery assistant embedded in 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 premium tone aligned with Samsonite's brand.

As expected, 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 the messages were about general support queries related to warranty, returns and delivery policy
1% of the messages were billing and payment inquiries

Kaily has been able to handle all product discovery queries with 98% favorable customer sentiment, and an average of 5.1 messages per thread. This shows that Kaily’s responses have been both accurate and engaging, making it 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 their premium in-store experiences to their websites, where each visitor receives apt attention and help, prompting them to make a purchase.

Guided shopping is one of the many use cases Kaily solves for global ecommerce brands. Reach out to us to explore how Kaily can help your brand win.