Travel plans come with practical questions.
Before checkout, shoppers wanted to know what fits inside, whether a carry-on meets airline rules, which size to choose and what the warranty covers. Those details matter across ONYX’s multilingual European stores.
Answers grounded in ONYX’s own information.
Twini answered from product details and brand pages, including returns and warranty information. The assistant appeared on product pages and the homepage, responding in the shopper’s language while they considered a purchase.
A store-wide lift measured against a control.
In the controlled test, revenue per visitor rose 6.19%, average order value rose 4.94% and conversion rate rose 1.18%. Separately, Twini handled 2,408 conversations and 374 products were added to cart from chat.
A controlled Intelligems test compared Twini active with Twini off across the whole store. Figures are relative changes reported by Twini.
The questions point to clearer product pages.
Recurring questions about dimensions, capacity, cabin requirements and warranty coverage gave ONYX a concrete list of details to improve. Twini’s Insights and Issues views grouped those requests for the team.
