Challenge
A Dutch training provider sells its courses through a Shopify store. Buyers ask about courses and orders on the website chat, and a large share of them write in the evening and at weekends.
Solution
The shop connected Shopify and lets Kai Support answer every conversation on the website chat from its website and help articles. Questions Kai can’t settle go to the team with the conversation attached.
Result
Over the 90 days to October 24, 2026:
- Kai took 2,975 conversations, about 990 a month, and 77% of them needed no person.
- 52% came outside business hours (Monday to Friday, 9 to 5), 20% at weekends.
- Kai answers in a median of 8 seconds. When a person answers, the median first reply takes 36 minutes.
- The share Kai handles alone grew from 60% in June 2024 to 76% in September 2026.
Numbers are measured in Gleap. A conversation counts as handled by Kai when nobody asked for a person, no teammate replied and nothing was escalated.
See how Gleap works for online shops: AI chatbot for ecommerce.
