AI Agent for LINE Customer Service Routing (Taiwan Furniture)

Title

AI Agent for LINE Customer Service Routing (Taiwan Furniture)

Content

MR. LIVING is a Taiwanese furniture retailer handling over 16,000 LINE messages per month across customer service, sales, and design consultancy. Analysis of more than 10,000 conversation records showed that 86.8% of first messages were text, 43% were basic FAQs (store info, invoices, payments, warranties, deliveries), and 57% were cross-functional needs spanning order modification, repair, promotions, and style advice. Customer service agents were spending nearly half their working hours on repetitive replies, and a fragmented hand-off between customer service, sales, and design teams left customers repeating themselves. After-sales cases involving returns, delays, and warranty claims needed human handling to protect brand trust. MR. LIVING deployed Crescendo Lab's CAAC AI Agent on LINE to do intelligent routing and proactive sales, plus an AI Copilot that gives human agents "Suggested Replies + Auto Summary." The CAAC agent answers FAQs and routes complex questions to the right department with full context, while the Copilot drafts responses and summarizes long threads for the agent. The system was trained on a continuously updated knowledge base and integrated with the brand's CRM, CDP, and e-commerce platforms. MR. LIVING set a clear principle that sensitive after-sales issues stay human-handled, with AI as a second pair of hands. The deployment freed agents from the FAQ loop and shifted their role from "information middlemen" to relationship builders and active sales consultants. MR. LIVING reports saving approximately 160 hours every month and is now rolling out the CAAC system across stores to enable three-way collaboration between AI Agents, online customer service, and in-store design consultants.