Deeply hits 59% autonomous resolution rate with AI support thanks to Konvo
In conversation with Luís Flores - General Manager at Deeply
AI resolution rate
Support time freed for the team
Region
Spain & Europe
Industry
Surf & Outdoor Apparel, Fashion eCommerce
We spoke directly with Luis Flores, someone who describes himself as naturally curious and always eager to keep learning. What drew him to Deeply was the opportunity to take on a real challenge: helping scale a brand with nearly 20 years of heritage, while using AI to improve efficiency, reduce operational costs, and elevate the customer experience every day.
Deeply at a glance
Deeply is a Portuguese surf lifestyle brand with nearly 20 years of heritage, known for high-performance wetsuits trusted by surfers across Europe.
Now expanding beyond neoprene into apparel and accessories, the brand is bringing its ocean-born identity from the water to the streets. Acquired by Grupo Scalpers in 2023, Deeply operates from Seville while serving customers across Portugal, Spain, and beyond.
The challenge: High-Complexity buying decisions
Premium products demand premium support. For Deeply, that equation was becoming unsustainable.
Wetsuits aren't impulse purchases. With average order values significantly higher than typical apparel, customers arrive with questions detailed, technical questions. Which thickness for Galician winters versus Algarve summers? What's the difference between a 4/3 and a 3/2? Does the MT fit a long torso or just a taller frame?
“It’s a product that requires a much more considered purchase. Preparing the customer to make that decision, resolving every doubt they have, is critical to closing the sale."
Luis Flores
General Manager • Deeply
The complexity doesn't end at sizing. Deeply's range spans entry-level suits for weekend warriors to high-performance neoprene for competitive surfers. Each category requires different guidance. And every unanswered question is a potential lost conversion.
Before Konvo, the team managed this entirely through email and phone. Response times stretched. The support burden grew. And Luis faced a familiar scaling problem: how do you maintain the personalized guidance that premium customers expect, without hiring proportionally to demand?
The solution: Turning knowledge into scale with AI
Konvo's AI Agent now operates as the intelligence layer behind Deeply's customer support, working alongside their existing Zendesk setup to handle the first line of customer engagement via WhatsApp.
The implementation mirrored onboarding a new team member. Deeply trained the AI on their product catalog, sizing logic, and the nuanced recommendations that differentiate a good wetsuit purchase from a regretted one. Which suit for someone who surfs twice weekly but only occasionally in winter? The AI learned to ask the right questions and deliver personalized guidance.
Queries the AI can't resolve autonomously escalate seamlessly to human agents, preserving context and ensuring nothing falls through the cracks.
Luis admits he approached the channel with caution. WhatsApp felt inherently personal, potentially intrusive. But the results shifted his perspective entirely.
The results: Efficiency that sells
The numbers validated the bet. Konvo's AI Agent now resolves 59% of all incoming queries autonomously, no human intervention required. Over 3,200 conversations handled. More than 210 hours returned to the team.
But the real impact shows up in what those hours enable. Faster responses mean customers get sizing guidance while they're still in buying mode, not hours later when they've moved on. Support becomes a conversion driver rather than a cost center.
59%
of conversations resolved by AI without human intervention
+3,200
conversations handled by AI turning pre-purchase support questions into buying moments
From support cost to conversion engine
For Deeply, the AI hasn't replaced the human element. It's amplified it. Complex cases still reach experienced staff. But the repetitive questions—the sizing charts, the thickness recommendations, the shipping inquiries—now resolve instantly.
The vision of AI-Driven Operations
Luis sees this as the beginning, not the ceiling. As Deeply expands its apparel lines and enters new markets, the AI grows with them, learning new products, adapting to new customer segments, scaling without the linear cost curve of traditional support.
"AI is going to reduce a lot of time and cost in eCommerce Operations. It won't replace people entirely, there will always be cases it can't handle. But for the repetitive, mechanical operations?
It can take those completely."
Luis Flores
General Manager • Deeply
