Challenge
KidsCompanyPH is the official online store of Richprime Global Inc. — a Philippines marketplace for branded toys, baby products, kids shoes, and apparel. Parents and gift buyers ask about product fit, age suitability, Metro Manila free-shipping thresholds, nationwide delivery, payments, and order status — often while browsing bestsellers and new arrivals after hours.
Those FAQs already live on the site, but repeating them in chat and social DMs doesn’t scale. The team needed grounded answers from their own catalog and policies, not a generic bot that invents shipping rules.
Approach
KidsCompanyPH trained a Gup agent on storefront product knowledge and FAQs (shipping, payment, and common policies), then embedded the widget on kidscompany.com.ph so shoppers get help in the shopping flow. Edge cases — damaged items, special orders, wholesale inquiries — hand off to the inbox with full transcript context. Availability hours keep human coverage honest while the AI keeps answering what it knows overnight.
Outcomes
Visitors get instant, on-brand answers for product and shipping questions without waiting on a queue, and the support team focuses on handoffs that need a person. The storefront stays helpful across time zones and late-night browsing without adding a night shift.