How Glamnetic Uses AI Agent to Handle 40% of Support Volume With "Mind-Blowing" Results

Challenge: Glamnetic needed to create a more personalized and conversational customer experience. With non-conversational automation, customers still opened a ticket to ask additional questions or follow-ups. Glamnetic also needed to improve low CSAT scores and unnecessary operational costs from being unable to resolve time-sensitive order modification tickets quickly enough. 

Solution: By implementing AI Agent and Actions, Glamnetic’s support is completely conversational, like a human. AI Agent (or Gina, as Glamnetic named her) can provide tracking information, modify addresses, and cancel orders without agent intervention — and without customers knowing she’s AI. This has led to significant improvements like a 91% increase in First Response Times, a 4.89/5 CSAT, and avoiding 2 additional hires.