How a Shenzhen seller turned night inquiries into GMV

This home brand runs 30 devices and 400 inquiries a day — 60% arriving after midnight in China. Two night agents took over 40 minutes to respond.

What changed

First, the catalog and FAQs went into Lobster agents. Second, AI took over at night with low-confidence handoff. Third, Commerce links let AI send checkout directly.

Results

Response time fell from 40 minutes to 1.8 seconds, night revenue rose from 12% to 34%, and monthly inquiries grew from 3,800 to 12,100.

Takeaway

AI does not replace people — it removes repetitive Q&A so agents focus on orders that need judgement.