"87% of conversations with AI are rated positively by our customers. We're online at night and on weekends."

The Holkyztrhu.cz e-shop was built “from the ground up.” Founders Andrea and Klára wanted to continue the family tradition of selling clothing, and their first customers came from their circle of friends. Even with a growing number of orders, the e-shop maintained its original community atmosphere. Communication is therefore key for customers—they want to have someone to turn to and be looked after when choosing clothing, just like in a brick-and-mortar store.

With the growing number of orders, which today reaches 5 to 6 thousand per month, a fundamental challenge emerged. How to maintain the quality of customer care with exponentially more inquiries while also helping customers who shop after business hours?

Customers often browsed the e-shop in the evening or on weekends, when live chat operators weren’t available. If they couldn’t find answers themselves, they had to wait until the next business day. And it was precisely in these moments that the company was losing potential sales. The main goal of Mira AI was to ensure that customers received answers at any time of day.

At the same time, Holky z trhu wanted visitors to be able to find suitable products faster (for example, by size, material, or cut) and thus increase the website’s conversion rate. It was therefore important to find an AI chatbot that could personalize offerings based on the visitor’s previous website behavior. In other words, one that could offer products according to the customer’s ideas and expectations and present relevant alternatives based on feedback.

Holkyztrhu.cz managed to solve their main challenge—ensuring quality customer care even outside business hours, without losing the personal approach that’s key to their community.

Thanks to AI deployment, customers can ask questions in the evening and on weekends, which a large portion of them actually do. After deploying the shopping assistant, the number of conversations increased fourfold. Additionally, AI independently resolves 85.5% of requests, meaning operators can devote time to inquiries where their personal approach makes the biggest difference.

A major breakthrough came after connecting the product feed. AI began recommending relevant products precisely according to what customers are looking for. Thanks to this, it recommends nearly a thousand products monthly, and 22% of them are actually opened by customers.

The entire system works as a well-coordinated team: the button chatbot filters out basic inquiries, the AI assistant covers time outside business hours, and operators can concentrate on what they do best—personal care and help with clothing selection. The average first response time is just 27 seconds.

87% of customers rate conversations with AI positively. This shows that even with company growth and automation, Holky z trhu has managed to maintain a friendly atmosphere and personal approach.