How skapetze® Supports 4,500+ Customers with AI Lighting Consultation
skapetze® offers its customers digital consultation for lighting design, product selection, and technical questions through the AI lighting consultant Kira. The Shopify integration enables context-based product consultation and direct add-to-cart functionality. With over 5,000 conversations and 24,000 exchanged messages demonstrating high acceptance. With a 79.6% resolution rate and 78.1% CSAT, the chatbot significantly relieves the service team.
Ben Meyer-Meisel
Co-Founder at botBrains
"botBrains is a strong service offering for skapetze® that we can provide to our customers as 24-hour support. As one of the most well-known online lighting stores, it is our ambition to differentiate ourselves with exceptional customer service. For this, botBrains offers us a powerful tool that we can rely on. The setup as well as the support are remarkably good, and we are making steady progress in continuous optimization. We can recommend botBrains without hesitation and look forward to further joint projects!"
- Guido Huber, Senior Management at skapetze®
About skapetze®
skapetze® has stood for innovative lighting ideas, excellent consultation, and stylish design for over 40 years. As a family-owned company from Simbach am Inn, it offers a wide selection of designer lights for every style and budget with its own brand s.luce and many other top brands, which it sells directly through its own online shop.
Challenge
Customers often require professional consultation for lighting design, covering product selection, technical specifications, and suitable solutions for individual requirements. The goal was to offer this consultation around the clock without overburdening the service team.
AI Lighting Consultant Kira
In addition to its physical showroom and comprehensive online lighting consultation, skapetze® relies on the AI lighting consultant Kira from botBrains. Kira accompanies customers with product selection, lighting design, and technical questions via chat, making professional consultation accessible to everyone around the clock.
Technical Implementation
The seamless integration into the existing Shopify infrastructure and intelligent contextualization make Kira a powerful consulting tool:
Shopify Integration for Intelligent Product Consultation
Through direct integration with the Shopify product catalog, Kira can interact live with the entire product range. The AI searches the catalog in real-time to suggest suitable products and answer technical questions precisely.
Web SDK with Multi-Level Contextualization
The botBrains Web SDK enables a deep understanding of user context. When a customer asks a question on a product page, Kira automatically understands that the inquiry relates to the displayed product, no cumbersome explanations needed.
Kira also knows the current shopping cart contents and can suggest suitable additions, such as compatible bulbs, missing dimmers, or stylistically matching products. Upon request, Kira autonomously adds recommended products directly to the cart and accompanies customers through to checkout.
Image Upload for Visual Consultation
A special highlight is the ability to upload reference images. Customers can share photos of their rooms or existing lighting, and Kira analyzes these to provide tailored product recommendations. This visual consultation enables even more precise understanding of style and requirements.
Automatic Knowledge Refresh
Kira automatically draws background knowledge from the various content pages found on the skapetze® website beyond the product catalog. This keeps the knowledge base constantly up to date.
Individual UI Customizations
At skapetze®'s request, the user interface was individually customized: a human avatar next to the name gives Kira a face. This visual personalization gives the digital experience a human touch and strengthens customer trust.
UTM Parameter Tracking for Success Measurement
Through the integration of UTM parameter tracking, skapetze® can precisely evaluate the success of the botBrains channel in the purchase process. Every interaction with Kira becomes traceable, making the direct impact on conversions and revenue measurable. This enables data-driven optimization and transparently demonstrates the ROI of AI consultation.
Results
The virtual assistant has quickly become an integral part of customer communication. Already in the first three months (August to early December 2024), Kira conducted over 5,000 conversations, interacted with approximately 4,500 customers, and over 24,000 messages were exchanged through botBrains. These numbers show that more and more lighting enthusiasts and DIY enthusiasts are using the chatbot as a reliable and fast point of contact, whether for questions about lighting design, inspiration for lighting solutions, or selecting the right products.
Despite the growing volume, service quality remained consistently high. The CSAT is 78.1%, which means that nearly four out of five customers rated their experience as good or very good. This is also reflected in a resolution rate of 79.6%, where inquiries could be fully answered in the chat.
"botBrains noticeably relieves our service team. The answers that our AI chat Kira provides are precise, fast, and absolutely top quality, so good that some customers would actually prefer to talk to Kira on the phone. Changes or adjustments to the chat can be implemented in seconds, which gives us maximum flexibility. For us, botBrains has become a reliable component of our customer service."
- Jürgen Treig, Service Management at skapetze®
"skapetze® demonstrates with our collaboration that they are absolute pioneers in the customer experience space. In addition to the great partnership, we are personally pleased about the high and steadily increasing acceptance among end customers, who actively embrace this offering."
- Ben Meyer-Meisel, Co-Founder at botBrains
Conclusion
The collaboration between skapetze® and botBrains is characterized by close support and exceptionally fast response times. As Jürgen Treig emphasizes, changes or adjustments to the chat can be implemented in seconds. This is a decisive advantage for responding flexibly to customer feedback and new requirements.
This agility enables skapetze® to continuously optimize the service and position itself as a pioneer in the field of digital customer experiences. The high acceptance among end customers and the measurably positive impact on the service team confirm the success of this close partnership.
With Kira, skapetze® has not only gained a technological advantage, but also established a future-proof solution that grows with increasing customer expectations.