How Bonkers Corner automated 80% of the buyer journey across chat, social, and voice

Streetwear that lives in the DMs

Bonkers Corner sells streetwear to an audience that practically lives on Instagram: oversized tees, pop-culture drops, and collections that move fast. That audience doesn't browse a website politely and file a support ticket. It DMs.

Every drop produces a wave of 'link?', 'what size should I get?', and 'where's my order?' across WhatsApp, Instagram, Messenger, web chat, and the phone line. And behind those messages sits a full retail operation: promotions with rules, prepaid benefits, cancellation cutoffs, return and exchange windows, store-credit wallets, and physical stores that take returns in person.

From 'show me oversized tees' to a ready cart

The AI employee turns 'I need something casual' into a guided shopping experience, in whichever language the customer is speaking:

• Searches the live catalogue by style, colour, fit, occasion, budget, or pop-culture preference, and filters out anything unavailable
• Showcases four to five options visually, with current prices and links
• Settles sizing before it becomes an exchange: usual size, preferred fit, the right size chart, and when to size up or down
• Applies the most beneficial public offer and explains prepaid benefits
• Builds a ready-to-checkout cart, with campaign attribution so every assisted sale is measurable

The whole order, placed in chat

Customers who don't want to leave the conversation don't have to. The agent confirms variants and quantities, checks stock, recognises returning customers, collects delivery details, applies an eligible discount, and closes with a payment link for prepaid or a confirmed cash-on-delivery order, order number included.

One conversation from 'show me tees' to an order confirmation, without ever opening the website.

After the order: operations, not just answers

Post-purchase, the agent does the work a support team would, not just the talking. It verifies identity before touching an order, then executes:

• Tracking updates in plain language, from 'being prepared' to courier, tracking link, and delivery
• Eligible cash-on-delivery cancellations handled directly; prepaid routed for review
• Address and contact changes on eligible orders, confirmed only after the update actually completes
• Returns and exchanges gated on real eligibility, with online and in-store options presented equally
• Damaged, incorrect, and missing-item claims run through a dedicated flow, unboxing video included
• Payment issues checked against whether an order actually exists before anything is promised
• Refund status and Bonkers Corner Wallet balance answered on demand

80% automated, with guardrails to trust

The result: 80% of the buyer journey runs fully automated, end to end, and customers rate the AI-handled experience 4.5+ on CSAT, around the clock, across all five channels.

That number holds because the agent operates inside hard controls: identity verification before any order change, live stock validation before recommendations, no unsupported discounts, no promised delivery dates, and confirmation only after an action has completed. If a partial cancellation can't be done safely, it stops and routes the case rather than risk the whole order.

It also knows what isn't its lane: influencer conversations stay with the influencer team, collaboration and career enquiries are routed and closed cleanly, and the cases that genuinely need a human arrive pre-briefed, who the customer is, what they need, what's been checked, and why it needs a person.