Sepiia uses Konvo to scale premium support with full personalization
Dick Lozando -eCommerce Automation Specialist at Sepiia
AI queries resolved autonomously
Region
Spain & Europe
Industry
Sustainable Premium Fashion eCommerce
Hablamos con Dick Lozano, Especialista en Automatización eCommerce en Sepiia.
Dick viene del mundo de las agencias de marketing, trabajando en eCommerce, SEO y marketing digital. Hoy en Sepiia, se centra en una misión clara: usar IA para escalar sin comprometer la experiencia premium del cliente.
Sepiia at a glance
Sepiia is a premium fashion eCommerce brand creating clothes that work as hard as you do. Their proprietary technology delivers garments that resist wrinkles, repel stains, and remove the daily friction of getting dressed. It’s fashion engineered for modern life.
But premium product demands premium experience. Sepiia's customers are discerning, they expect personalized communication at every touchpoint, from discovery to post-purchase. As the brand grew, so did the complexity of delivering that experience across channels.
They needed speed without sacrificing substance. WhatsApp offered the immediacy. Konvo's AI Agent offered the intelligence.
Today, AI resolves 75% of frontline customer queries, allowing the team to stay focused on oversight and the standards expected from a premium brand.
"Our customer is very demanding. Personalized communication isn't optional, it's non-negotiable."
Dick Lozano
eCommerc Specialist • Sepiia
The challenge: Premium experience at scale
For Sepiia, customer service isn't a cost center. It's a brand expression.
Every interaction, whether someone is asking about fabric care or tracking an order, is a moment that either reinforces or undermines the premium positioning. The team had built a reputation for thoughtful, transparent communication across the entire customer journey.
Then came the scaling question every growing brand faces: how do you maintain quality when volume increases?
WhatsApp was the obvious channel. It's where customers already live. The immediacy matches modern expectations when someone messages on WhatsApp, they expect a response within minutes, not hours.
But opening a new channel is easy. Making it feel native to a premium brand experience is harder. The team needed to handle volume without flooding customers with generic responses or worse, making them feel like they'd been handed off to a machine.
The solution: AI as complement, not repleacment
Sepiia approached Konvo with a clear philosophy: AI should elevate the experience, not automate it away.
The implementation was deliberate. Konvo's AI Agent now powers two distinct experiences on WhatsApp:
-> Conversational support: guiding customers through product discovery, answering questions about Sepiia's unique fabric technology, helping them understand how to care for their garments.
-> Commercial channel for customers who've opted into promotional updates.
This segmentation matters. Customers receive the experience they've signaled interest in. No crossed wires. No unwanted noise.
The AI handles the questions every eCommerce brand knows well: Where's my order? When will it arrive? But Sepiia's products add complexity. Customers genuinely want to understand how anti-wrinkle, anti-stain technology works and how to care for it properly. The AI was trained to address these nuanced queries with the same precision a human agent would.
One early decision shaped the entire approach: transparency.
After experimenting with a "hidden" AI where customers assumed they were talking to a human, Sepiia pivoted. When the AI made even small mistakes, customer frustration spiked. The disconnect between premium brand expectations and imperfect responses felt jarring.
Now, the AI is clearly presented as an assistant. Customers know what to expect. Paradoxically, this honesty improved satisfaction.
The results: invisible quality
The AI now manages over 2,200 conversations, resolving three-quarters of them without human intervention. The team has gained back 210+ hours monthly — time now spent on complex consultations, strategic work, and the high-touch interactions that define premium service.
But for Sepiia, the real measure of success is what customers don't notice.
No degradation in experience quality. No complaints about impersonal service. No gap between brand promise and delivery. The AI handles routine queries instantly; the team focuses on moments that genuinely require human judgment.
An unexpected benefit emerged along the way. The AI became a mirror for Sepiia's own content.
"Sometimes we thought our website had all the information, perfectly clear. Then we'd see the AI interpret it differently than intended. If the AI struggles to understand something, the customer probably struggles more. It pushed us to simplify."
Dick Lozano
eCommerc Specialist • Sepiia
Every gap the AI reveals is an opportunity, not just to improve the agent, but to improve the underlying experience for everyone.
The vision: Connected customer context with AI
Dick sees AI playing a broader role across the eCommerce stack, not as isolated automations, but as a layer that connects customer context across channels.
AI isn’t just about automating flows. It’s about enabling better experiences through context, while humans stay in control of what truly matters.
