A Luxury Brand Experience, Now Enhanced with AI

Kinn Studio, founded by Jennie Yoon, is a luxury jewelry brand dedicated to crafting timeless, heirloom-quality pieces. Their customers expect more than just beautiful designs—they seek an elevated, high-touch shopping experience that reflects the sophistication of the brand.

From the moment Kinn Studio implemented Rep AI, they discovered an AI concierge that not only supported their operations but also enhanced their ability to connect with customers in a way that felt deeply personal and authentic.

"Rep AI has been an amazing assistant in helping me resolve inquiries more efficiently, respond to customers promptly, and close the loop effectively. This seamless experience enhances our customer loyalty and, in turn, helps build their jewelry collection with Kinn." says Brooke Dobbins, Senior Customer Experience Manager.

With a small team managing customer experience, Kinn needed a solution that would provide immediate responses while maintaining the warmth and luxury of their brand.

Building Trust with Personalized Conversations

As a brand that prioritizes relationships, Kinn Studio wanted to ensure that AI wouldn’t replace human touch but would enhance it. By leveraging Rep AI’s ability to be trained to communicate in their brand’s tone of voice, they transformed it into an extension of their team—friendly, warm, and knowledgeable.

"We make sure the tone is a friendly luxury tone—it’s there as your shopping buddy, ready to educate and provide styling advice."

More than just answering questions, Rep AI helped Kinn’s customers feel heard, understood, and valued.

"Customers are feeling more of a connection to the AI—it’s not just a chatbot giving a ‘yes’ or ‘no’ answer. It’s engaging, guiding them, and keeping them interested."

By proactively engaging shoppers and responding in a way that aligned with their expectations, Rep AI became a trust-building tool rather than just a support function. This seamless experience reinforced brand credibility and encouraged repeat purchases.

Driving Sales with AI-Powered Shopping Assistance

For Kinn Studio, Rep AI is more than just a support solution—it is a sales assistant that guides shoppers through their journey, ensuring they don’t leave without finding what they were looking for.

"We track Rep AI’s impact, and we consistently see an increase in sales. The AI is helping customers discover the right collections and promotions."

One of the most significant wins came from proactive sales engagement. By using Rep AI to highlight new launches, assist with product recommendations, and guide customers through sizing and quality details, Kinn saw a direct lift in conversions.

"The AOV is definitely higher than the site-wide average because it’s not just assisting—it’s actively driving more sales."

Rep AI’s deep integration with the product catalog, ongoing updates, promotions, and special bundles enabled it to make personalized product recommendations that enhanced the shopping experience.

"Rep AI has been a great assistant in styling, helping customers build their collections in a way that feels natural."

Leveraging Data to Improve the Shopping Experience

Beyond customer conversations, Rep AI became an insightful analytics tool, revealing patterns in customer behavior and areas for improvement.

Using Rep AI’s drop-off analytics, Kinn identified key barriers to purchase. One major insight was that shoppers wanted more product visuals before committing to high-ticket jewelry purchases.

"We used this insight to approach our social media team to create more visual content, directly responding to what our customers needed."

By leveraging Rep AI’s data-driven approach, Kinn was able to fine-tune their website and marketing efforts based on real customer feedback.

"It’s been really helpful because we’re getting more feedback from our customers on exactly what they want, which just helps us improve."

Maximizing Rep AI’s Features for Growth

Rep AI’s flexibility allowed Kinn Studio to fine-tune their approach, ensuring they got the most out of every interaction.

Refining Brand Tone & Communication

Kinn actively trained Rep AI to not only answer questions but to do so in a way that felt on-brand.

"Instead of just saying ‘here’s the link,’ we make sure the AI responds in a polished, warm way, fitting our brand voice."

Brooke ensures that Rep AI replies like a knowledgeable brand representative would—with the right tone and engagement. This not only improved sales numbers but also enhanced customer satisfaction and retention.

Smooth Support Process

One of Rep AI’s greatest advantages is its ability to handle inquiries autonomously. However, for complex cases, its seamless Gorgias integration ensures that requests requiring human assistance are routed directly to a support agent.

"I get all the information on where the conversation ended, what the shopper wanted, and what wasn’t answered, so I can take over the communication with all the information. That definitely helps make the customer feel heard."

This smooth handoff process improves response times and overall customer satisfaction.

Final Thoughts: A Smarter, More Profitable Customer Journey

For Kinn Studio, Rep AI has been more than just a chatbot—it has transformed their customer interactions into revenue-driving, relationship-building experiences.

By improving support, enhancing customer trust, driving higher-value sales, and providing actionable insights, Rep AI has proven to be a game-changer for Kinn Studio’s eCommerce growth.

"Rep AI isn’t just about answering questions—it’s about guiding customers, making them feel valued, and driving sales. The return has been clear, and we’re excited to keep growing with Rep in the future"

As Kinn Studio continues to grow, Rep AI remains a key part of their strategy to deliver a luxury shopping experience online—one that feels just as personal and seamless as an in-store visit.

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