How Boldfit automated 80%+ of support across chat, social, and voice

India's boldest fitness brand serves 12M+ customers across WhatsApp, Instagram, email, web chat, and outbound calls. Most of those conversations now run on three AI employees, Ananya, Aanya, and Diya, who answer in seconds, in the customer's own language, around the clock.

82%

AI resolution rate

typical response time

12M+

customers served

The brand

Boldfit makes quality fitness accessible to every Indian who dares to start: gear, apparel, and supplements for lifting, cricket, badminton, yoga, and more. Founder Pallav Bihani began with two yoga mats and an ₹8 lakh loan, and today Boldfit ships a product roughly every four seconds to 12M+ customers. Every one of those orders comes with a customer who has a question, and usually wants the answer right now.

The challenge

The questions arrived all day, in ten languages, across five channels at once: where is my order, can I return this, it says delivered but I never got it, I need a different size, is this genuine. Most followed the same handful of patterns, yet each one still needed a person, which meant slow replies after hours, answers that changed depending on who picked up the chat, and a team that could only keep pace by hiring. The trickiest moments, a parcel that bounced back or a delivery that never showed, were exactly the ones where consistency mattered most and was hardest to hold.

Why Sagepilot

Sagepilot put three AI employees on the front line, each trained on Boldfit's products, policies, and voice, and connected to the same systems the team uses so they can get things done, not just talk. Ananya handles the heart of it across WhatsApp, email, and web chat: tracking orders, sorting returns and exchanges, fixing delivery problems, and recovering parcels that came back. Aanya looks after Instagram and Facebook, replying in public and quietly resolving the rest in DMs, while Diya picks up the phone for the carts people almost bought.

The results

Boldfit's AI now resolves more than four out of five conversations on its own. Replies that used to take hours land in seconds, every hour of the day, in the language each customer prefers. Across a recent month, AI handled the vast majority of tickets while the team's daily load dropped to a fraction of what it was, freeing people to focus on the genuinely complex cases instead of the same lookups over and over. Customers noticed too: satisfaction on AI-handled conversations runs well ahead of where the queue used to sit.

“We're scaling faster than we could ever hire for, and it has never once felt like a bot. It feels like a genuine member of the team, one who knows our catalog cold and treats every customer like their own.”

Pallavi · Customer Experience · Boldfit

Post-purchase · Delivery rescue

A bounced parcel, sorted before bedtime

Ananya reads the live shipment, sees the parcel heading back, and fixes it on the spot: a fresh order out the door or store credit, the customer's choice, with the logistics team looped in for context.

My order says “returning to seller.” I never even got a delivery attempt.

I can see it bounced back, Aarav. I’ll send a fresh one out today, or switch it to store credit. Your call.

Live shipment checked, parcel in return transit
Replacement order placed and dispatched
Flagged to logistics with full context

Reship placed, resolved in seconds, no human needed

Pre-sales · Recommendations

From a quick question to a ready cart

Ananya reads what the customer actually needs, recommends the right model, and drops a ready-to-checkout cart into the chat, so a first message turns into an order in one reply.

Looking for a pull-up bar for a beginner. Which one should I get?

For a first bar at home, the Ultimate Pull-Up Bar is the easiest start, no drilling needed. Here you go.

Ultimate Pull-Up Bar

No-drill doorway mount · holds up to 200kg

Cart link sent · ready to checkout

First message to checkout-ready, in one reply

Social · Community care

A complaint, met with care, and a quiet fix

Aanya answers in public warmly and in Boldfit's gym-buddy voice, moves the fix into DMs, and keeps spam and trolls from ever cluttering the thread.

Comments · new postlive

arjun_lifts Ordered a week ago and still nothing. Not cool.

boldfitSo sorry about this, Arjun! Just dropped you a DM, we’ll sort it right now. 💪

Moved to DMs and resolved privately

Spam comments hidden, trolls filtered out

Public reply, private resolution, brand voice intact

Voice · Win-back

The cart they almost bought

Diya calls warm shoppers by name, already knowing what is in their cart, hears the real objection, and sends the cart back with a small offer waiting on WhatsApp.

9:41

Meera

Sagepilot AI · Diya01:58

Hi Meera! Saw the resistance bands still in your cart.

Found them cheaper on another site.

Ours are genuine and warranty-backed. Sending it with a little off on WhatsApp now.

mute

keypad

speaker

Abandoned cart recovered, sent on WhatsApp

Onboarding