WOW Concept: 97 hours freed up in 3 months with an AI Agent resolving 50% of conversations
With Lucas, Customer Experience Manager at WOW Concept
AI resolution rate
Team Time Freed Up (3 Months)
Conversations Handled (3 Months)
Region
Spain & Europe
Industry
Premium phygital retail
We talk with Lucas, Customer Experience Manager at WOW Concept, to understand how one of Madrid's most ambitious retail projects learned to handle 400+ brands and a 50% spike in support volume with AI, without growing the team.
WOW Concept at a glance
WOW Concept is not a multi-brand store. It is a universe. Founded by Dimas Gimeno, former President of El Corte Inglés, WOW was built on a clear premise: reinvent retail from the inside. Two stores in Madrid, over 400 brands, categories ranging from second-hand designer bags to candles, books and the Stanley cups taking over TikTok. All under one 5,500m² roof.
Their brand definition says it all: Surprising Shopping Universe. Surprise is part of the promise. And that promise has to hold up when a customer writes in with a question.
The challenge: hundreds of brands, two stores, a small team
Managing customer support at WOW is like nothing else in retail. When a customer raises a warranty claim, the team cannot answer alone: they have to contact the brand, understand its policies and then come back to the customer. Multiplied across 400 brands.
On top of that, ticket volume grew by 50% in the past year, partly driven by launching live chat on the website. With one full-time person and a part-time agent on weekends, the manual model had a very visible ceiling.
“Without Konvo we needed to hire another person. Konvo took significant workload off our hands.”
Lucas
Customer Experience Manager • WOW Concept
The challenge was not just volume. It was the nature of the queries. Sizing questions, stock checks and order tracking came in constantly. And the team, two people, answered them one by one while the real incidents, the ones that need judgement and care, waited in the queue.
The solution: An AI Agent that absorbs volume so the team can add value
Lucas found Konvo at exactly the right moment: he was already looking for a chatbot solution when the team got in touch. He evaluated a competing tool that was more expensive and, in his words, "looked like a factory with too many processes". Konvo was the opposite: simple to configure, easy to update and natively connected to Shopify.
The agent was deployed across WhatsApp and live chat, trained on the WOW catalogue and each process policy. Today it autonomously resolves sizing queries, order tracking, returns and stock questions.
Everything that used to consume hours of team time without adding any real value.
"The AI responds so well that many customers don't even realise they're not talking to a person. I check the conversations every day and I still see it happen."
Lucas - Customer Experience Manager, WOW Concept
The agent's personality was built carefully alongside the WOW team. The result is an agent that responds so well that many customers don't realise they're not talking to a person. Lucas sees it every day when he reviews the conversations.
The agent is now also connected to email, responding across WhatsApp, live chat and inbox — all from a single system.
The results: The team does more with less
In just 3 months, Konvo's AI Agent has handled 1,574 conversations, freeing up nearly 100 hours of team time and contributing to €18,870 in attributed revenue. 1 in every 2 conversations is now resolved without any human involvement.But the most important impact is not measured in hours. It is measured in what the team does with them. Alex and Ainhoa no longer spend their day copy-pasting tracking links. They now have time to investigate sizing errors in the system, follow up on complex incidents and give real attention to the customers who need it.
“At first they looked at it with some suspicion. But I always explained that it wasn't about taking work away from them. It was about letting them focus on the things where they actually add value.”
Lucas - Customer Experience Manager, WOW Concept
In just 3 months, Konvo's AI Agent has handled 1,574 conversations, freeing up 97 hours of team time (though Lucas believes the real figure goes well beyond what the numbers capture) and contributing to €18,870 in attributed revenue. 1 in every 2 conversations is now resolved without any human involvement.
But the most important impact is not measured in hours. It is measured in what the team does with them. Alex and Ainhoa no longer spend their day copy-pasting tracking links. They now have time to investigate sizing errors in the system, follow up on complex incidents and give real attention to the customers who need it.
A key part of the project's success has been the support of Alex Godoy, who has always been on hand to help the team get the most out of Konvo, and has been a pleasure to work with.
50%
of conversations resolved by AI without human intervention
€19K
in attributed revenue generated in 3 months
97 hours
freed up for the team to focus on complex incidents and premium CX
50%
growth in ticket volume absorbed without adding headcount
The vision: Ultra-personalization as the next frontier
Lucas sees AI as a tool that needs to be used well, not just used. At WOW, where customer experience is part of the product itself, that means continuing to expand what the agent can do: more context, more personalisation, more ability to surprise the customer at every interaction.
“The biggest trend in Customer Experience is not personalisation. It is ultra-personalisation. Knowing what you bought, what you like, what you browsed. AI can help us get there.”
Lucas
Customer Experience Manager • WOW Concept Store
WOW Concept proves that complexity is not an obstacle for AI. It is exactly the context where AI adds the most value.
