CASE STUDY · DAMLA CUP · 22 SEPTEMBER – 15 OCTOBER 2026
AI assistant Tuğba: 25 conversations in 24 days, 13 enquiries
Damla Cup manufactures paper cups and food packaging. Since the new website went live, its assistant Tuğba has been answering questions about products, sizes and printing; she takes the enquiry inside the chat and passes it to the sales team with the full transcript. This page records her first 24 days.
CHAT LOGS · FIRST 24 DAYS
- conversations, 25 different visitors
- 25
- conversations ended with an enquiry
- 13/25
- enquiry records came through the chat
- 13/28
- 25 conversations
- 25 different visitors. The median conversation was 4 messages: two questions, two answers.
- 13 enquiries
- More than half of the conversations ended with an enquiry record.
- 15 out of hours
- Started in the evening, at night or at the weekend; 7 enquiries came in those hours.
- 7 on English pages
- 3 left an enquiry; two from France and North Macedonia.
WHERE THE ENQUIRIES CAME FROM
The assistant did not replace the form, it opened a second door
In the same 24 days, 28 enquiry records reached Damla Cup's panel: 13 from the chat, 13 from the quote form and 2 from the contact form. The form kept working; the chat became a second route for visitors who want to ask a question before filling it in.
- 13 · Chat (Tuğba)
- 13 · Quote form
- 2 · Contact form
WHAT VISITORS ASK
The warmest question: printing and logos
Most conversations started with the product: size, lids, wall type, soup bowls. Of the 13 visitors who asked about price, 9 left an enquiry. Of the 9 who asked about logo or printing, 8 did: a buyer who wants branded cups asks for a quote once the question is answered.
- Product and size 15 conversations · 9 enquiries
- Price and quote 13 conversations · 9 enquiries
- Printing and logo 9 conversations · 8 enquiries
- Minimum order quantity 2 conversations · 2 enquiries
- Export and wholesale 2 conversations · 2 enquiries
FROM REAL QUESTIONS
- What is the paper weight and minimum quantity for printed 7 oz cups?
- Do you have lids for double wall 8, 12 and 16 oz cups?
- Looking for paper soup bowls, 500 and 750 ml.
- Do you make branded Turkish coffee and tea cups?
- What is the price of 1,000 cups with our logo?
Tuğba Prices depend on size, quantity and printing; there is no fixed price list. To prepare a quote for you, may I ask the quantity and the type of print?
WHEN THEY WRITE
Questions arrive while sales is at home
15 conversations started outside weekday hours (09:00–18:00) or at the weekend. The 7 enquiries from those hours were waiting for the team in the morning, with the transcript attached.
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WEEKEND
8 conversations, 4 enquiries
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00:00–09:00
3 conversations, 2 enquiries
A chat that starts with "hello" becomes an enquiry
Seven conversations opened with a single word: hello. An empty form can do nothing with that visitor; Tuğba asked what they were looking for and clarified the product and quantity. Four of those seven ended with an enquiry.
Overseas buyers ask in their own language
Seven conversations started on English pages and 3 left an enquiry. A trading company from France and a packaging distributor from North Macedonia wrote about the European market. The window opens in the language of the page, and Tuğba grounds her answers in the English content of the site.
THE PATH OF ONE ENQUIRY
- Ad click The home page or a product page opens
- Chat with Tuğba Size, printing and quantity get clear
- Enquiry inside the chat Name, phone and the product of interest
- In the panel with the transcript Sales calls back knowing what was asked
Of the 8 conversations from ads, 5 went all the way down this path.
From ad click to chat, from chat to enquiry
Eight conversations came from visitors who clicked a Google ad; 5 left an enquiry. They asked without leaving the page the ad had opened. The enquiry reached the panel with the page the chat started on and the full transcript.
TUĞBA'S RULES
The assistant knows the site, and its limits
An assistant's value lies not only in what it answers but in what it does not say. Tuğba works with these four rules, and the Damla Cup team manages them from the panel.
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Answers from the site
For size, wall type, printing and certificate questions she relies on the Turkish and English pages of the site; she does not invent what the site does not say.
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Does not quote prices
She gave no figure in any of the 25 conversations. As prices depend on size, quantity and printing, she clarifies the need and passes the enquiry to sales.
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Says what she is
The window states that she is a digital assistant and why chat logs are kept, with a link to the privacy policy.
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The team is in charge
Red lines and the answers to objections are in the Damla Cup team's hands; changes are made in the panel, no code needed.
MEASUREMENT NOTE
- Source: chat logs and the enquiry panel in Mars CMS, counted on 15 October 2026.
- Period: 22 September 2026 (the new site went live) – 15 October 2026. The 13 test conversations before launch are excluded.
- Out of hours: outside 09:00–18:00 on weekdays, plus weekends, Türkiye time.
- Topics were classified from visitor messages; one conversation can cover several topics.
- No personal data, company names or contact details are published.
The whole site: Damla Cup's new bilingual website, speed results and migration
Read the case study
WHO YOU WORK WITH
“We founded Mars Creative not as an agency, but as a partner that sits side by side with a small number of brands. We do not sell services — we offer care and the long view.”
Abdurrahman Tanrıverdi
Founder, Mars Creative
We run projects remotely; in Istanbul, we can also meet in person.
FAQ
Questions about
the assistant
The questions we hear most after this case. If yours is not here, write to us.
Ask us Does an AI assistant quote prices?
It can if the price is on the site. At Damla Cup prices depend on size, quantity and printing, so Tuğba gives no figures; she clarifies the need and passes the enquiry to sales. She did not quote a price in any of the 25 conversations we reviewed.
Does the assistant replace the quote form?
Not in this case. In the same 24 days, 13 enquiries came from the chat and 15 from the forms. The assistant opens a second route for visitors who want to ask before filling in a form.
Where are chat logs stored?
In the company's own Mars CMS panel. The window tells visitors that logs are kept for service quality and links to the privacy policy; logs are deleted automatically after a set period. The figures on this page contain no personal data.
How much does an AI assistant for our website cost?
On our international price list a website assistant costs £490 · €570 setup + £89 · €99 per month, excluding VAT. The final amount depends on conversation volume, number of languages and the integrations you need, and is set in a written quote. The assistant is built on your site's own content; enquiries reach your panel with the transcript.
AI assistant service
THE NEXT ASSISTANT
Let your site answer in the evening too
We build the assistant on your site's content; enquiries reach your panel with the transcript. Let's start by listing the questions your visitors will ask most.