For 55 years, Hanssem has been South Korea's leading furniture retailer—a household name synonymous with pioneering kitchen furnishings and comprehensive home solutions. From furniture and appliances to textiles and full interior construction, they've built their reputation on transforming how people live at home.
But Hanssem's leadership team understood something critical: a 55-year heritage only matters if you can evolve with the market. Customer expectations had shifted. They no longer wait for business hours—they expect expert guidance at midnight, instant answers during their commute, seamless support whether browsing countertops or troubleshooting a delivery.
Hanssem saw the gap widening—and chose to close it decisively.
To do that, they turned to delight.ai.
A transformation rooted in partnership
Hanssem faced a familiar tension: how do you scale personalized service without sacrificing the quality that built your brand?
Home furnishing decisions are emotional, expensive, and deeply personal. Any AI representing Hanssem needed to match the accuracy, tone, and reliability of their best human agents—every time. That required a partner, not a vendor.
From the beginning, delight.ai operated as an extension of Hanssem’s team. Together, they co-designed an AI agent capable of delivering real-time support that matched the tone, accuracy, and reliability Hanssem is known for. And within months, the results spoke for themselves:
- 2× increase in resolution rates
- 50% reduction in transfers to human agents
- 90%+ accuracy on repetitive queries
- Significantly faster response times around the clock
“Delight.ai is more than a vendor. They're a true collaborative partner who works alongside us to solve challenges from the same perspective. Through this partnership, we've been able to build and scale our AI capabilities with confidence and speed.”
— Eugene Kim, CEO of Hanssem
From launch to continuous excellence
Hanssem's AI agent didn't start at 86% resolution. It started at 48%.
In May, during the first week of the proof of concept, fewer than half of customer inquiries were resolved without human intervention. By October, that number had nearly doubled.
Behind the rise was delight.ai’s AI Readiness Framework—the operating system that turns early prototypes into high-performing, reliable AI systems. As real customer conversations surfaced failure points and friction, each pillar of the framework kicked in:
- Foundation. Before optimizing the agent, the teams aligned on success criteria, audited Hanssem's knowledge base for accuracy and structure, and mapped the integrations the agent would need to access.
- Workflow mapping. The delight.ai team documented how Hanssem's support actually worked—not the idealized version, but the real systems, dependencies, and handoff points. This exposed gaps the agent initially missed.
- Relentless iteration. Weekly cycles, not quarterly reviews. Conversation logs analyzed, failure patterns diagnosed, prompts refined, logic updates shipped. When something broke, it got fixed—fast.
- Continuous evolution. The agent running today isn't the agent that launched in May. It's been refined through hundreds of iterations, expanding from FAQ handling to complex inquiries requiring data retrieval and action.
“AI doesn’t seem perfect from day one. What matters is continuous improvement and clear accountability. The delight.ai Agent's 90%+ accuracy rate during our POC gave us the confidence we needed.”
— Hyeong-Tak Kim, IT Division Director at Hanssem
Why trust made the difference
The biggest barrier to AI adoption isn't usually capability—it's confidence. Organizations hesitate not because the technology doesn't work, but because they can't fully predict what it will say, how it will behave, or when it might fail.
For Hanssem, this concern was amplified. Their reputation had been built over decades through personal, high-touch service. Any AI agent speaking on their behalf needed to uphold that standard flawlessly.
This is where Trust OS changed the equation. Delight.ai’s transparency framework gave Hanssem:
- Clear visibility into the agent’s reasoning
- Full control over tone, logic, and behavior
- Insight into potential failure points
- Tools to audit, refine, and govern the system
Trust OS didn't just make the AI smarter. It made the Hanssem team comfortable deploying it, transforming AI from a black box into a system to one they could understand, manage, and continuously improve.
“Customers seemed surprised by how natural the AI felt. They also highly praised how Hanssem agents seamlessly took over when the AI consultant couldn't resolve issues. This helped build trust.”
— Hyeong-Tak Kim, IT Division Director at Hanssem
And the quality of that help was indistinguishable from what a trained human agent would provide.
What comes next
Today, Hanssem's AI agent handles thousands of customer interactions—answering questions, resolving issues, and delivering the always-on service modern consumers expect. But this is just the beginning.
As Hanssem continues to refine and expand its AI capabilities, the vision is becoming clearer: intelligent, adaptive service that knows the customer, understands their needs, and delivers solutions seamlessly across every stage of the home furnishing journey. The future isn't separate systems for separate functions. It's one unified intelligence that travels with the customer from first browse to final installation.
For a company that's been in business for 55 years, this isn't a departure from their heritage. It's the natural evolution of it: meeting customers where they are, delivering the same level of care they've always expected, now powered by AI that makes it possible around the clock.
This is what happens when an established brand refuses to be limited by convention—and instead uses its foundation to prove what's possible.
Hanssem is already building that future in partnership with delight.ai.
“Introducing the Delight AI agent was the catalyst that truly brought AI technology into our business.”
— Eugene Kim, CEO of Hanssem
