When French Pastry Meets Data Science: How CUPETIT Saved 60% in Operating Costs with SUPER 8 Studio

Nestled in Taipei’s Da’an District, CUPETIT is a boutique dessert brand known for its refined pastries. Yet, behind the elegant storefront and dazzling array of sweets lies a less glamorous reality: their LINE Official Account backend, where the team once faced an overwhelming flood of daily inquiries. 

CUPETIT's customer service team faced over a thousand daily messages covering everything from pricing and tasting requests to delivery rules and exception handling. The overwhelming volume left the team exhausted and unable to fully satisfy customer needs.

For dessert brands, the real pain point isn’t just in the kitchen—it’s in customer service!

“It’s not that we lack manpower. It’s that we shouldn’t waste people on repetitive, trivial tasks,” says Madison, CUPETIT’s Brand Director.

Everything changed when CUPETIT discovered SUPER 8 Studio. By integrating LINE OA, AI Agents, CRM, and automation tools, SUPER 8 Studio’s solution not only automated customer service but also redefined what “thoughtful service” could look like.

CUPETIT Taipei Da’an Flagship Store

CUPETIT: A Brand That Enriches Every Moment

Founded by Taiwanese designers and pastry chefs, CUPETIT blends French craftsmanship with minimalist aesthetics. With its premium packaging, unique flavors, and personalized service, the brand quickly won the hearts of newlyweds and corporate clients. CUPETIT emphasizes not just product beauty but also the meaningfulness of every blessing conveyed, transforming purchases into rituals filled with significance.

CUPETIT’s Taichung Nantun Concept Store

From LINE OA to AI: Cutting 60% of Operating Costs in Just 6 Months

CUPETIT operates at a fast pace with intensive, time-sensitive customer interactions. Whether it’s newlyweds preparing for their big day, corporations placing bulk orders, or customers seeking perfection in every detail, each message represents a moment of anticipation and often, anxiety.

As inquiries ballooned beyond the limits of human capacity, both service quality and brand image began to suffer. After evaluating multiple solutions, CUPETIT chose SUPER 8 Studio.

Through InsightArk's omnichannel engagement and MessageHero's AI Agents, CUPETIT integrated LINE OA, Messenger, and website Live Chat into a fully automated conversational workflow. Whether handling initial inquiries, tasting appointments, pastry and pricing introductions, packaging options, or delivery details, the Customer Service AI Agent intelligently interprets needs and delivers precise responses.

Less Human Labor, More Human Touch

For CUPETIT, adopting AI didn’t mean cold automation, It meant refocusing people on where they matter most.

Today, AI Agents handle over 60% of routine inquiries, freeing up the service team to concentrate on high-value interactions: advising corporate clients on tastings, customizing packaging details, or guiding newlyweds in selecting the perfect gift box. 

SUPER 8 Studio’s AI isn’t about replacing people. It’s about bringing back the human warmth of service. With AI managing repetitive tasks, staff can focus on emotions and decision-making—the essence of true digital transformation.

This division of labor not only enhances customer satisfaction but also boosts the team’s sense of professionalism and accomplishment.

(Left) CUPETIT’s Customer Service Manager, Mina, and Brand Director, Madison, sharing real-world applications of SUPER 8 Studio’s products.

Data Integration × Automated Customer Journeys: Every Conversation Becomes a Service Detail

In SUPER 8 Studio’s framework, conversations aren’t just exchanges of words. They are trackable, learnable, analyzable, and optimizable customer journeys.

CUPETIT used to struggle with fragmented customer data scattered across multiple platforms and staff members, making it impossible to build comprehensive customer profiles. This resulted in inconsistent service experiences and ineffective targeted marketing.

Now, every customer interaction is automatically captured in the CRM system from the first message, linking appropriate tags and behavior records. Whether the interaction starts from Instagram, LINE, or the website, data is consolidated into a single customer view. CUPETIT can then segment audiences based on frequency, content, taste preferences, and expected delivery dates, and afterwards trigger personalized automated journeys with tailored messages and push notifications.

Let AI Handle the Math: Discounts, Shipping Rules, and More

One critical requirement CUPETIT had: the AI must possess strong mathematical capability.

This occurs because customers frequently ask repetitive questions between ordering and delivery—forgetting details such as their original discounts, gift box prices, or shipping costs. Customer service teams waste considerable time daily addressing these recurring inquiries.

After in-depth collaboration, CUPETIT and SUPER 8 Studio chose AWS’s Claude LLM as the backbone, ensuring reliable large-scale language processing and complex logic computation.

Real Customer Conversations on CUPETIT’s LINE OA

By feeding FAQ scenarios and rules into the AI Agent's knowledge base, CUPETIT trained the AI Agent to not only answer general questions but also calculate complex discounts, shipping conditions, and order thresholds with precision—passing even “trap questions” with consistent accuracy.

“Customers often forget how discounts work or what shipping fee applies, so they keep asking the same questions on LINE OA. SUPER 8 Studio’s AI Agent must be mathematically strong enough to handle these rules automatically.”
— Mina, CUPETIT’s Customer Service Manager

CUPETIT’s best-selling flavor — Financier

From Luxury Desserts to a Model of AI Transformation

The AI Agent built with SUPER 8 Studio isn’t just a tool for efficiency, it’s a digital partner that understands brand values and remembers every guest’s needs.

From order management to after-sales support, CUPETIT’s AI-enhanced customer service has transformed routine tasks into seamless, thoughtful experiences. With AI proactively solving complex problems and remembering every discount or packaging request, CUPETIT has elevated its service quality, making each interaction more refined, personal, and memorable.

Just as CUPETIT strives to enrich every celebratory moment with its pastries, it now applies the same philosophy to customer service: turning efficiency into elegance, and transactions into lasting impressions.