Scaling hospitality without losing the personal touch

Mike, Senior Director, Ecommerce and CX at Monos, had a vision: customer service should feel like hospitality, no matter how fast the company grows. From the first time a customer discovers Monos to years later when they step into a retail store with a well-traveled suitcase, every interaction should be seamless, thoughtful, and personal. That’s how Monos built its brand—not just by selling luggage, but by delivering an experience.

As Monos expanded, keeping up with that level of service became a challenge. Manual workflows, disconnected systems, and increasing customer demand were slowing the team down. Support wasn’t broken, but it wasn’t built for scale. Agents spent too much time on repetitive tasks instead of helping customers. Retail and online service operated in silos, creating inconsistency. Peak seasons pushed the system to its limits, with backlogs piling up and response times stretching.

“Every product, every conversation, every touchpoint — from pre-purchase to post-purchase, online to retail — is a chance to create something memorable. That’s how we build trust and loyalty.”Mike Wu — Senior Director, Ecommerce and CX

Monos needed a way to scale customer service efficiently—without losing what made their experience special.

The breaking point

During peak shopping seasons, response times surged, ticket queues piled up, and inefficiencies became impossible to ignore. Agents spent hours reassigning tickets instead of helping customers. Simple questions—order status, product details, returns—were overwhelming the team. Retail and online service operated in silos, making it impossible to deliver a consistent omnichannel experience.

Mike knew automation could help, but most AI platforms on the market felt rigid and opaque. He explored options, but the limitations were always the same: platforms that charged per seat, restricted customization, and left companies with no real control over how AI interacted with customers.

“We knew we needed automation, but most AI platforms felt like black boxes. They charged per seat, limited access, and gave us no control over how AI actually worked.”

Monos didn’t just want a chatbot—they needed AI Agents that could handle real customer interactions, resolve issues, and act on behalf of their team. That’s when they found Zowie.

^{The solution}

_{AI Agents that work like Monos does}

Zowie didn’t just introduce automation—it transformed how Monos approached customer service. Instead of forcing Monos into a predefined system, Zowie’s AI agents were configured to fit their workflows, automating repetitive customer inquiries, streamlining support processes, and optimizing response times.

“Zowie didn’t just sell us software. They mapped our processes, shadowed our agents, and built automations that actually fit how we work.”

With Zowie AI Inbox, Monos eliminated manual ticket assignments, reduced response times, and ensured a smooth ticket flow between agents. With Zowie AI Agent, Monos automated 60-70% of interactions, instantly handling common questions while keeping conversations natural and on-brand.

Unlike traditional chatbots, Zowie’s AI agents didn’t just provide answers—they took action, resolving inquiries without human intervention. Whether it was checking order status, initiating returns, or handling warranty requests, Monos’ AI agent ensured customers got what they needed—fast.

“Most platforms charge per seat, keep AI training behind closed doors, and limit access. Zowie does the opposite — they charge per automation, and they show us exactly how the AI works. Their incentives are aligned with ours — they only succeed if we succeed.”

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^{The results}

_{Faster, smarter, more personalized support}

With Zowie, Monos didn’t just improve response times—they turned customer service into a competitive advantage.

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Instead of hiring more agents, Monos optimized its existing team. Employees who had been stuck handling repetitive tasks were able to shift into roles that added more value to the business.

“We didn’t just cut costs — we freed up our team to take on higher-value work across the business. That’s the real value of smart automation — it unlocks your people’s potential.”

A seamless experience — online and in-store

For Monos, great service isn’t just about speed—it’s about continuity. Customers shouldn’t have to repeat themselves when they switch from online to in-store. With Zowie, every conversation is connected, ensuring a seamless experience across every channel. Agents in retail locations can instantly access previous online interactions, creating a truly unified brand experience.

“Our goal is simple: when a customer is having a conversation with us online, they should be able to continue it in-store — and vice versa. With Zowie, we’re finally making that vision a reality.”

By integrating with Monos’ existing ecommerce and retail systems, Zowie enabled an omnichannel experience that wasn’t just efficient—it felt personal.

^{The future}

_{From Clicks to Conversations}

Mike sees where customer experience is heading: customers won’t click through websites—they’ll just have conversations. And with Zowie, Monos is already making that future a reality.

“With Zowie, we’re not just solving tickets faster — we’re building deeper relationships with our customers. The future is clear — customers won’t navigate websites. They’ll just ask, and the AI will handle the rest. With Zowie, we’re already making that future a reality.”
Mike Wu — Senior Director, Ecommerce and CX

Monos has redefined what’s possible in customer service—scaling smarter, operating leaner, and delivering a seamless brand experience across every channel.