Challenge
FAVO is an Indonesian health and beauty storefront (AsmaraKu) spanning personal care, wellness, and sensitive categories. Shoppers ask about ingredients, product fit, shipping, returns, and discreet packaging — often before they commit to a cart, and often outside support hours.
Those questions are repetitive but high-stakes for trust. A generic chatbot that invents policy or product claims would undermine the brand. The team needed grounded answers from their own catalog and policies, plus a clean path to a human when the conversation needs care.
Approach
FAVO connected approved product and policy knowledge to Gup, tuned tone to match the storefront, and embedded the widget on favo.id. Common FAQs resolve on-site; sensitive or edge-case threads hand off to the inbox with the full conversation so agents never re-ask the customer. Availability settings keep live handoff honest when the team is offline, while the AI continues answering what it knows.
Outcomes
Visitors get fast, documentation-grounded help without waiting on a queue, and the support team spends time on conversations that need judgment — not the same shipping and product FAQ every hour. The storefront stays staffed in the shopper’s timezone without adding a night shift.