The Kainos Team|Jul 28, 2026
How Cove & Thread answers customer questions around the clock with AI
Cove & Thread is an online clothing and accessories brand run by a lean team.
Customers regularly ask about sizing, delivery, order status and returns. These questions arrive through website chat, email and social channels, often while the team is handling fulfilment or outside working hours.
Answering each enquiry meant searching for product details, opening order records and checking policies. As order volumes grew, routine support took more time, while customers with straightforward questions waited for a response.
A partnership built around the customer experience
The engagement began by reviewing the brand's most common enquiries and identifying which can be answered reliably from existing information.
Our team connected approved product details, size guides, shipping policies and return procedures to an AI customer-service assistant. Integrations with the online store and delivery systems provide access to relevant order information.
We configured the response rules, escalation process and shared support dashboard, then tested the assistant against real examples before expanding its scope.
Meet the brand's AI customer-service assistant
The assistant helps customers find answers before and after a purchase.
Before checkout, it explains product measurements, compares available options and answers delivery questions using current store information. If a detail is missing or uncertain, it says so and directs the question to the team.
After purchase, customers can check their order status following an appropriate verification step. The assistant retrieves the latest available update and explains it clearly, without promising a delivery date unsupported by the carrier's information.
For returns, it explains the policy and collects the information needed to start a request. Refunds, exceptions and disputed cases remain subject to the brand's approval rules.
When human help is needed, the assistant passes on a summary of the conversation and relevant order details, so customers do not have to repeat themselves.
The actual impact
The workflow delivered four customer-service outcomes:
Faster routine answers: Helped customers resolve common questions without waiting for office hours.
Less repetitive support work: Reduced the time staff spend looking up standard information.
Smoother handovers: Gave the team the context needed to handle complex enquiries.
Clearer buying decisions: Made product and delivery information easier to access before checkout.
Performance was measured through response times, correctly resolved enquiries, repeat contacts and customer satisfaction. Any effect on purchases was assessed separately rather than assumed from chat activity.