LHS resolves 78% of shipping, luggage, and customization inquiries with the BuyScout® AI Store Agent

Unternehmen

LHS 采寓生活館 is a Taiwan-based lifestyle retailer with a catalog spanning luggage, travel accessories, bedding, personal-care products, small appliances, and everyday essentials. Luggage is a high-consideration purchase: shoppers compare sizes, opening styles, features, warranties, and suitability for different types of travel.

LHS also supports corporate and bulk luggage programs, including options such as branded metal-plate engraving and custom artwork. Those orders introduce a second layer of questions around minimum quantities, production methods, timelines, samples, delivery, and after-sales service.

Ausgangslage

The questions arriving at LHS were often important but repetitive. Retail shoppers wanted to know when an in-stock order would ship, how delivery worked across Taiwan and overseas, what a luggage warranty covered, or which suitcase matched a particular trip. Corporate buyers needed a clear starting point for customization and bulk purchasing.

The information existed across product pages, buying guides, policy pages, and program descriptions. Finding and connecting it, however, required effort from both the shopper and the support team. A sizing question might lead to a shipping question; a customization inquiry might require details from several pages before a buyer knew whether to request a quote. Outside service hours, that uncertainty could pause a purchase altogether.

One question rarely arrives alone — sizing leads to shipping, and shipping leads to warranty.

Lösung

LHS deployed BuyScout to make its product and policy knowledge available in real time. BuyScout reads the context of the shopper's visit and answers from LHS's store information, helping visitors move through related questions in one conversation.

For luggage shoppers, BuyScout can narrow the catalog based on trip length, capacity needs, opening preference, and other stated requirements. It can then explain relevant product details and answer published questions about dispatch, delivery areas, overseas shipping, warranties, repairs, and returns. When a request requires staff judgment — such as an overseas freight quote or a customized corporate project — BuyScout sets expectations and directs the buyer to the appropriate human contact.

For corporate buyers, it can introduce available customization approaches, explain that requirements vary by method and volume, and help the buyer assemble the quantity, timing, design, and delivery information needed for a useful quote. The result is automation with a clear boundary: routine questions are handled instantly, while buyers approach the team with better-defined requirements for complex cases.

Das übernimmt der Agent

• Narrows the luggage catalog by trip length, capacity, and opening style
• Answers published dispatch, delivery-area, and overseas-shipping questions
• Explains warranty, repair, and return terms in the same conversation
• Collects quantity, timing, design, and delivery details for corporate quotes
• Hands off to staff for freight quotes and customized projects

Ergebnisse

BuyScout resolved 78% of eligible shopper inquiries without human follow-up, covering common product, shipping, warranty, and customization questions. Staff time spent on repetitive inquiries decreased by 38%, allowing the LHS team to focus on exceptions, after-sales cases, and higher-value corporate projects.

The effect also reached sales. Conversion among BuyScout-assisted luggage shoppers increased by 16% as visitors received connected answers instead of searching across multiple pages or waiting for a reply. Buyers could compare with more confidence, while shoppers who needed staff assistance approached the team with clearer requirements.