Seven brands, an AI assistant for each one, live in five weeks

About Grupo Yáneken

Grupo Yáneken is Chile's second-largest multi-brand retail group, with more than 150 stores across the country and a portfolio spanning streetwear, sneakers, sports, footwear and technology.

Its digital channel brings together brand online stores with very different audiences:

The challenge

Seven brands, each with its own community, catalog and way of speaking, receiving the same questions across several channels at once: what size should I get, is it in stock, where is my order, how do I make an exchange.

• High volume across multiple channels: inquiries arriving via the web, Instagram, Facebook and WhatsApp.
• Fast-moving catalogs: launches and collections that change constantly, with stock spread across stores.
• Demanding after-sales: order tracking, exchanges and returns for customers who expect an immediate answer.
• Lean support team: simple questions competed for agents' time with the cases that really need them.

The solution

Databot deployed an AI sales and after-sales assistant for each brand, all managed from a single platform.

• Recommender connected to the online store: it reads the catalog and stock in real time and suggests available products, in each brand's style.
• Order tracking: the customer asks about their purchase and the assistant instantly replies with the shipping status.
• One voice per brand: each assistant speaks like its brand, from Bold's streetwear lingo to Belsport's sporty tone.
• Omnichannel: the same assistant serves customers on the website, in social media direct messages and on WhatsApp.
• Smart handoff: when a case requires a person, the assistant creates a ticket in the group's support system with a summary of the conversation, so the agent doesn't have to ask everything again.
• Unified metrics: contact reasons are standardized across all brands, so the group's performance can be compared on a single dashboard.

Implementation

All seven brands went live within five weeks of the project kickoff, including the integration with the ticketing system and social media.

1. February 2026
   Project kickoff
2. March 2026
   Bold and Belsport live in three weeks
3. March 2026
   Bamers, Drops, Antihuman, HOKA and The Labs Store live
4. August 2026
   Contact reasons unified across all brands

Results

In their first five months, the assistants handled more than 43,000 inquiries and resolved about 8 in 10 without an agent stepping in. The support team went from handling every inquiry to focusing on the cases that really require it.

• +43,000 inquiries handled by the assistants.
• ~8 in 10 resolved without escalating to an agent.
• From 0% to about 80% automation in online store customer service.
• 24/7 service across seven brands and four channels, managed from a single platform.