A D2C pet care brand whose support inbox grew faster than its team. We built an AI support workflow that resolves routine tickets instantly and hands the sensitive ones to humans with full context.
Subscription pet care means a lot of worried owners. Delivery queries, dosage questions, "is this ingredient safe for a puppy". The inbox ran 400 tickets a week and the team of two answered most of them at 9pm. Response times were measured in hours, churn correlated with slow answers, and hiring more agents ate the margin. Our AI chatbots and customer support work fitted the workflow to the team, not the other way round.
Order status, subscription changes, dosage FAQs: the 60% of tickets with factual answers now resolve instantly, sourced from the brand's own knowledge base.
Anything medical, emotional or angry goes straight to a human, with an AI-drafted summary and suggested reply attached.
Every automated answer is grounded in approved content, in the brand's tone. No freelance improvisation from the model.
Ticket themes now flow into a weekly report the product team reads, so the inbox shapes the roadmap instead of just consuming the team.
Tell us your top five ticket types. We will map which ones a workflow can take off your team this quarter, and which should stay human.
We take five new clients per quarter. Apply for a free audit and we'll tell you what we'd do first.