Case Study: How Koton Scales Customer Engagement with MonoChat AI

August 20, 2025 — Dubai / Istanbul — We’re proud to share the success story of Koton, one of Türkiye’s largest and most innovative fashion retailers, which has adopted GridStudio’s MonoChat platform to orchestrate its AI-powered customer experiences. Today, Koton runs 60% of all customer conversations through intelligent AI agents, with a goal of reaching 80% by the end of 2025.

Koton’s AI-Powered Transformation

Koton operates across hundreds of stores and a fast-growing e-commerce ecosystem, managing millions of customer interactions monthly. With MonoChat, Koton has shifted from traditional support models to an AI-first strategy, enabling faster responses, smarter conversations, and seamless engagement across all channels.

• 📈 60% of customer inquiries are now handled fully by AI agents
• 🎯 Targeting 80% AI-driven engagement by Q4 2025
• 💬 Integrated across WhatsApp, Instagram, Messenger, WebChat, and more
• ⚡ Average response times reduced by 72%
• 📊 Customer satisfaction scores improved by 35% within 6 months

MonoChat’s Role in Scaling Engagement

MonoChat, built on GridStudio’s AI Orchestration Platform, powers Koton’s customer engagement strategy by combining multi-channel messaging, AI automation, and real-time data insights in one unified system.

• 🤖 AI Agent Orchestration: MonoChat deploys specialized agents to handle returns, order tracking, style recommendations, and loyalty programs.
• 🔄 RAG-Powered Responses: With integrated VectorDB and knowledge-based retrieval, Koton’s AI delivers context-rich, hyper-personalized answers at scale.
• 🌎 Multi-Language Support: AI agents automatically detect and reply in Turkish, English, and other customer-preferred languages.
• 📲 Omni-Channel Engagement: Unified experience across WhatsApp, Instagram, Telegram, and Koton’s e-commerce site.

Business Impact

Koton’s AI-first approach is already redefining customer engagement KPIs:

• ⚡ Operational Efficiency: Reduced human workload by 40%, allowing support teams to focus on complex queries.
• 📉 Lower Costs: Automating FAQs and transactional workflows cut customer service costs by 28%.
• 📈 Increased Retention: Personalized product recommendations boosted repeat purchases by 22%.
• 🚀 Scalability: Seamlessly handles seasonal traffic spikes like sales campaigns and holiday periods without service degradation.

AI Orchestration at Scale

Powered by GridStudio’s Orchestration Engine, MonoChat enables Koton to integrate multiple AI models — including GPT-4o, Gemini 2.5 Pro, Claude 3.7, and Qwen Omni — in a single workflow. This flexibility allows Koton to dynamically route requests to the best-performing model based on speed, cost, and accuracy.

• 🔀 Hybrid model routing for optimized performance
• 📡 Integration with Koton’s private VectorDB for customer insights
• 🧠 Knowledge-driven RAG orchestration for rich, personalized responses
• 💎 Unified analytics dashboard measuring AI vs. human resolution rates

Looking Ahead

Koton’s vision for 2025 is clear: to deliver frictionless, AI-driven shopping experiences at scale. By leveraging MonoChat’s orchestration power, Koton expects to reach 80% AI-driven customer conversations by the end of the year — setting a new benchmark for customer experience innovation in retail.

Learn more about Koton at koton.com and explore GridStudio to see how AI orchestration can transform your customer experience.