How Mokobara Cut Support Tickets by 72% with PrimeAssist AI
India's fastest-growing travel lifestyle brand automated repetitive customer queries across 15+ product lines — freeing its agents to focus on what truly matters.
Scaling support for India's most-loved travel brand
Mokobara has become synonymous with premium travel in India. With over 15 product lines — from hardshell luggage to travel accessories — its rapid growth meant an equally rapid surge in customer queries.
WISMO ("Where is my order?") requests, return-status checks, and product compatibility questions were flooding the support inbox. Agents were spending over 80% of their time on repetitive, low-value interactions with no capacity left for high-impact conversations.
Response times were stretching from minutes to hours, and CSAT scores were beginning to slip — a risk Mokobara simply couldn't accept for a brand built on premium experience.
80% time on repetitive queries
Agents were overwhelmed by WISMO and return-status questions, leaving no bandwidth for complex issues.
Multi-hour response times
Customers expecting premium service were waiting hours for answers to basic order questions.
CSAT scores at risk
Declining satisfaction metrics threatened Mokobara's carefully built brand reputation.
AI-powered automation across every customer touchpoint
PrimeAssist AI was deployed across Mokobara's WhatsApp and voice support channels, integrating directly with their order management system to deliver instant, accurate responses.
Instant WISMO Resolution
AI connected directly to Mokobara's logistics APIs to provide real-time order tracking, estimated delivery windows, and shipment status — with zero agent involvement.
Returns & Exchange Automation
Customers could initiate returns, check exchange eligibility, and receive prepaid labels — all through a guided WhatsApp conversation in under 60 seconds.
Intelligent Escalation
Complex queries were identified and routed to the right human agent instantly, complete with full conversation context so agents never had to ask the customer to repeat themselves.
Measurable impact in the first 30 days
Within a month of going live, PrimeAssist AI had fundamentally transformed Mokobara's customer support operation.
Fewer support tickets
Nearly three-quarters of all inbound queries resolved automatically — with no human involvement required.
Agent capacity freed
Agents redirected their time toward escalations, upsells, and high-value customer relationships.
Average response time
Customer queries that once took hours now resolved in seconds, around the clock.
PrimeAssist AI didn't just reduce our ticket volume — it gave our team their time back. Our agents are now doing the work they love: building real relationships with our customers.
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