How AI Agent Automates 28% of Tickets for Love in Faith With 98% Faster FRT Than Team Average

Challenge: Unpredictable, sometimes overwhelming surges in ticket volumes were difficult for the customer support team to manage efficiently. Many tickets are simple, repetitive questions which are easy to answer but collectively took up time agents could otherwise spend on higher-value customer interactions.

Solution: AI Agent draws on Love in Faith’s brand knowledge to resolve 28% of tickets and escalates questions it can’t answer to human agents. Customers love the speedy, personalized answers, and the team has increased time and bandwidth for more complex and strategic customer conversations.

Faith-based apparel company Love in Faith is on a mission to prove that faith is always in style. Uninspired by the bland, impersonal Christian clothing then available, in 2018 Love in Faith’s founders set out to provide more joyful, fun, and stylish faith-based clothing and accessories. Dedicated to spreading positivity, faith, and inspiration through its products, the company has quickly grown into a global brand.

The challenge: Surging ticket volumes strained CS team bandwidth, reducing efficiency

Like many ecommerce companies, fast-growing retailer Love in Faith regularly experiences big surges in customer queries, which can be challenging to swiftly prioritize and respond to.

“Regular promos and other factors can significantly increase the number of customer tickets we receive.”

— Anneliese Field, Customer Experience Manager at Love in Faith

Anneliese Field, Love in Faith’s Customer Experience Manager, was keen to tap into the power of AI to help manage tickets more efficiently. Already an enthusiastic Gorgias user, Anneliese jumped at the opportunity to test out Gorgias’s new AI Agent to free up time and bandwidth for Love in Faith’s 16 customer support agents.

Her goals were to Increase the overall efficiency of ticket management while enabling human agents to prioritize higher-value customer conversations.

“I was eager to use AI Agent for what we call simple-solve tickets, such as easy-to-answer queries on shipping, returns, and cancellations. So we can free up our team to focus on more complicated or escalated tickets.”

— Anneliese Field, Customer Experience Manager at Love in Faith

The solution: AI Agent provides near-immediate, accurate responses to customer questions

AI Agent is a conversational AI tool that learns a brand's policies, processes, and brand voice to autonomously answer email customer support tickets, just like a human agent would.

Love in Faith onboarded AI Agent — which they named Julia — as they would a human agent, giving access to relevant information and training, and ongoing feedback to optimize performance. To resolve customer questions, AI Agent draws on data from Love in Faith’s Help Center, Shopify order data, selected Gorgias Macros, and additional guidance Anneliese’s team created on how to respond to specific, common scenarios.

“AI Agent was easy to set up thanks to a seamless user experience and Gorgias’s helpful how-to videos.”

— Anneliese Field, Customer Experience Manager at Love in Faith

Free up human agents for more complex tickets by resolving simple, repetitive queries

AI Agent immediately began answering a large chunk of customer emails, focusing on straightforward questions such as shipping status and returns.

By swiftly taking care of these simple but numerous questions — comprising nearly a third of all tickets — AI Agent frees up time for Love in Faith’s human agents to focus on more complex and high-priority customer conversations. Any ticket that AI Agent can’t resolve automatically gets transferred to a human agent.

“AI Agent has helped us out a ton by resolving simple queries. It gives super-fast and personalized responses, restating things the customer has said like needing the order for their granddaughter’s birthday, helping them feel understood.”

— Anneliese Field, Customer Experience Manager at Love in Faith

To help ensure AI Agent processes tickets as accurately as possible, the bot provides internal notes on the data sources it consulted to resolve each one. Anneliese’s team reviews and confirms the quality of specific responses so the AI Agent can further improve its answers to enhance customer service.

Overcome backend issues to improve CX

AI Agent can successfully resolve customer tickets concerning backend issues — such as occasional issues with promo codes — by leveraging info from internal guidance notes. The customer gets the outcome they want, without Love in Faith needing to publicly display information in the Help Center that it would prefer to keep internal.

As well as troubleshooting promo code issues, Anneliese’s team also created useful guidance for AI Agent on identifying fake websites attempting to impersonate the brand to scam unsuspecting customers.

“We’ve set up some secret insider information as a resource for AI Agent, like how to resolve a promo code glitch. We don’t want this info publicly displayed, but AI Agent can draw on it to resolve customer tickets.”

— Anneliese Field, Customer Experience Manager at Love in Faith

The results: AI Agent resolves 28% of tickets with 98.2% faster FRT and 99.5% faster resolution time than team average

Within just a few weeks, AI Agent is already a top-scoring agent for Love in Faith and resolving 28% of all tickets. AI Agent achieves a first response time of 1 minute 3 seconds (team average is 1 hour 37 seconds) and a resolution time of just 1 minute 11 seconds (team average is 4 hours 8 minutes).

“AI Agent’s speed is a huge benefit for answering pre-purchase queries immediately. If we take ages to reply, the customer will probably abandon their purchase.”

— Anneliese Field, Customer Experience Manager at Love in Faith

Crucially, this impressive speed doesn’t come at the cost of customer experience — in fact, AI Agent scores 4.4 CSAT compared to the 4.22 team average. And with AI Agent now handling nearly a third of customer tickets, Love in Faith’s human agents can spend far more time and effort on more complex customer conversations where they can really add value.

After such a fantastic initial experience of AI Agent, Anneliese is excited to see how the tool will develop to help her team enhance customer experience even further.

“AI Agent gives us some big benefits: really quick responses, informative answers with a personalized touch, and great CSAT ratings.”

— Anneliese Field, Customer Experience Manager at Love in Faith

Next steps for Love in Faith’s use of AI Agent

AI Agent has been so successful in reducing time spent on email tickets and other CX KPIs that Love in Faith is now considering expanding its customer support channels.

As AI Agent’s capabilities expand to include more sophisticated tasks like subscription management and Shopify actions, it can handle more customer emails. This will open up more time for Love in Faith’s human agents to start offering live chat, and focus more on pre-purchase questions and social media messages.

“We’d like to free up more time for our human agents to give more personalized attention to pre-purchase queries, to help drive sales. And to spend more time responding to messages on our growing TikTok, Facebook, and Instagram accounts.”

— Anneliese Field, Customer Experience Manager at Love in Faith

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