As AI and digital transformation become mainstream across industries, Greenvines has chosen a path of evolution that prioritizes empathy and meaning. For this skincare brand rooted in the philosophy of “More is Less,” every new technology introduced must not only improve efficiency but also extend the brand’s culture and deepen customer experiences.
This is why Greenvines chose to partner with SUPER 8 Studio, implementing the AI Agent solution, MessageHero, across its customer service and content teams. Their goal wasn’t to replace human agents or simply reduce costs, but rather to create a digital brand extension that understands customers better and transforms every message into a value-driven conversation.
In this case study, we follow Cindy, the Associate Customer Experience Manager, to explore how Greenvines began its AI journey from the ground up.
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▲“We’re not just adopting AI. We’re giving our brand a new soul.”— Greenvines × SUPER 8 Studio’s path of digital co-creation
Exploring AI from the Smallest Interactions
Inside Greenvines' sunlit, greenery-filled office, AI isn’t just a trend, it’s become a daily habit. In recent years, the team has replaced paper-based workflows with Google Workspace, and improved project collaboration using tools like Asana and Notion.
While initially cautious with AI, the Greenvines team embraced it with curiosity. In 2023, they launched internal workshops called “Afternoon Sprout Time,” introducing team members to ChatGPT and training them on prompt engineering. They even experimented with using AI to design team OKRs. In 2025, AI was officially integrated into their annual objectives, not just as a tool, but as part of their work DNA.
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▲ “Afternoon Sprout Time,” introducing team members to ChatGPT and training them on prompt engineering.
SUPER 8 Studio Helps Make Every Conversation an Extension of the Brand
As Greenvines’ business grows, attracting new customers remains a top priority. With rising ad costs and a growing number of marketing channels, the brand isn’t just seeking more visibility. It wants deeper, more personal interactions that increase brand trust and conversion.
Greenvines chose SUPER 8 Studio not only for its data-driven AI technology, but also because the team could help turn digital interactions into meaningful brand moments：
reaching “the right people with the right messages,” instead of just casting a wider net.
1. Data-Driven Targeting: Reaching the Right Customers on LINE
Instead of relying solely on mass ad exposure, Greenvines sought to precisely target consumers who are genuinely interested in their values and products. Using SUPER 8 Studio’s advanced segmentation tools, they could analyze customer behavior on LINE Official Account (LINE OA), apply smart labels, and design tailored campaigns that improve acquisition efficiency.
According to Cindy, Greenvines classifies subscribers based on how they interact with messages (open rates, click behavior, and content preferences) to reduce irrelevant pushes and increase relevance.
The brand uses three main tagging categories:
- Sustainability & Purpose: Those who engage with content on sustainability, B Corps, or environmental topics.
- Product Discovery: Customers who frequently click on ingredient or product feature content.
- Skincare Knowledge: Highly interactive users who engage with daily tips and educational messages.
2. Personalized Messaging and AI Dialogue Boost Conversions
Turning new leads into loyal customers requires thoughtful, personalized interactions. SUPER 8 Studio’s automation and AI systems allow Greenvines to trigger messages based on user behavior, delivering timely, relevant content that encourages purchasing decisions.
But this goes beyond product pushes. When customers ask questions like “Which product is best for me?”, the MessageHero AI Agent responds conversationally, recommending products tailored to skin type or concerns, turning queries into meaningful brand touchpoints and improving trust.
3. Every Message Reflects Brand Personality
For Greenvines, digital marketing isn’t just about exposure. It’s about making every customer interaction a reflection of brand values. Through SUPER 8 Studio’s support, Greenvines can offer smarter, more humanized conversations, transforming marketing into authentic engagement.
▲ Every Message Reflects Brand Personality
Beyond Traditional Chatbots: MessageHero as a Brand Extension
“We didn’t choose MessageHero just for automation. We chose it because it extends how we think and speak as a brand,” said Cindy.
MessageHero connects with LINE and Messenger, handling over 80% of FAQs automatically. What sets it apart is contextual awareness: When asked about skincare suitability, the AI responds based on brand tone, product logic, and customer needs. Not just static data.
Unlike typical chatbots that offer one-way, impersonal FAQ answers, MessageHero is designed to:
- Understand the customer’s intent: Learning from dialogue to offer personalized advice and deeper engagement.
- Speak in the brand’s voice: Trained on Greenvines’ values and tone, AI responses feel like they come from a trusted team member, not a script.
Integrating Claude 3.5 to Build a Brand-Trained AI Agent
SUPER 8 Studio also helped Greenvines integrate the Claude 3.5 model via AWS. They fine-tuned it using brand documents, tone guides, FAQs, and real customer interactions, ensuring the AI doesn’t “sound like a machine,” but communicates like a true brand representative.
This level of personalization required not just technical skill but a deep understanding of Greenvines' values. Through close collaboration, the teams co-created an AI that feels authentic and useful.
"We Saw Results from Day One": Service Experience and Operational Gains
Shortly after implementing MessageHero, Greenvines saw immediate improvements:
- 80%+ of FAQs answered automatically, reducing manual tickets.
- Team time reallocated to higher-touch tasks like complaint resolution or relationship building.
- In 2024 alone, MessageHero responded to 8,966 messages, representing 43% of total volume, with a 98.85% accuracy rate.
Building Internal Trust: AI Adoption Starts with Confidence
“We were initially worried that AI might cause job insecurity,” Cindy shared. “But once we started using it, our team realized AI wasn’t replacing them, it was freeing them.”
Customer support reps now spend more time on valuable, high-touch interactions. Meanwhile, daily logs help monitor AI performance and fine-tune databases, ensuring responses align with brand standards and meet real customer needs.
Every Customer Interaction is a Brand-Building Opportunity
When asked to summarize the partnership, Greenvines responded:
“We didn’t just choose SUPER 8 Studio for their cutting-edge AI tools. We chose them because they helped us realize the vision of deeply personalized, value-rich customer experiences.”
The partnership between SUPER 8 Studio and Greenvines exemplifies a shared belief: Every brand-customer conversation should be meaningful, not just transactional.
Why Greenvines Recommends SUPER 8 Studio?
MessageHero is not just an automation tool. It's an intelligent service platform that understands customer intent and empowers human agents to focus on what matters most.
Three reasons Cindy recommends SUPER 8 Studio:
- Beyond FAQs: Personalized AI Interactions
Connected to knowledge bases and trained in brand tone, MessageHero delivers empathetic, nuanced responses, far beyond mechanical replies. - Smart Agent Routing
Complex cases are intelligently assigned to the right team or store, ensuring continuity and responsiveness. - 24/7 Responsiveness
Customers get instant answers anytime, while support agents gain capacity to handle custom, high-value requests, making every conversation more impactful.
"Working with SUPER 8 Studio wasn't just about implementing AI. It was about giving our brand a new, intelligent voice."— Cindy, Associate Customer Experience Manager, Greenvines
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