Case Study: SikSilk achieves 50% automated ticket resolution and +57 NPS with Certainly

Fashion retailer Siksilk is using Conversational AI technology to automate 50% of chats and increase conversions by 14%

SikSilk, a fast-growing online fashion brand blending sports and streetwear, needed a 24/7 AI assistant to support its Customer Care team and integrate with existing systems (Zendesk, Nicereply, Shopify). Working with Shopify consultancy Webmefy, SikSilk partnered with Certainly to build a human-like Conversational Commerce Chatbot and Customer Support AI Assistant to automate pre- and post-sales interactions.

Certainly powered SikSilk’s assistant, Melo, using a platform build of 200+ modules and 500+ intents, integrating order lookups and cross-sell capabilities across channels. The solution now closes roughly 50% of daily tickets without human input and achieves NPS scores above +57 (vs industry +43); SikSilk has also seen company-wide lifts since June of +40% Average Order Value, +14% Conversion Rate and +31% more users reaching checkout. (Company-wide figures are reported without direct attribution to the AI.)

SikSilk

Ana Etxebarria

Customer Experience Officer