South KoreaRetail and e-commerce2025 – ongoing

Hanssem

Delight.ai customer-service agent

Hanssem's AI support resolution rate rose from 48% to 86%, according to Delight.ai

WorkingVendor case studyVendor ↗

Problem

Hanssem needed to provide reliable customer support outside business hours while maintaining service quality for furniture purchases.

Approach

Hanssem and Delight.ai co-designed a customer-service agent. The teams reviewed knowledge content and mapped support workflows before refining the agent through customer-conversation logs. Its scope expanded from frequently asked questions to inquiries requiring data retrieval and actions.

Results

86%resolution rate by October, up from 48% during the first proof-of-concept week in May, according to Delight.aiVendor case study[1]

50%reduction in transfers to human agents reported by Delight.aiVendor case study[1]

Takeaway

The reported improvement followed repeated changes to the agent after launch. The supplier did not disclose the evaluation sample or a controlled comparison.

Sources

How Hanssem—South Korea's furniture icon—leapfrogged into the always-on customer experience era
Delight.ai11 Dec 2025Vendor publication

Source summaries

[1]Delight.ai11 Dec 2025

Delight.ai described a deployed support agent improved through repeated workflow and prompt changes. It reported resolution rising from 48% to 86% and transfers to human agents falling 50%.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026