Furniture brand Castlery has transformed its customer experience by launching 'Casa,' an advanced AI shopping assistant built on the Axrail AI agent platform and powered by AWS. The project, completed in just six weeks, demonstrates how generative AI can scale global operations while improving support quality.
Casa serves as a 24/7 digital frontline agent capable of handling complex tasks:
- Faster Product Discovery: Delivers personalized recommendations to help customers find exactly what they need.
- End-to-End Support: Manages intricate queries about order status and history.
- Seamless Human Handoff: Intelligently transitions to a human agent when a personal touch is required.
By leveraging AWS infrastructure and the IMDA Digital Leader Programme, Castlery achieved significant reductions in first response times, major boosts in support quality and consistency, and a scalable, secure infrastructure that allows the team to focus on growth.
The case highlights how generative AI can move beyond traditional chatbots to become a strategic asset for e-commerce brands looking to enhance customer experience at scale.