AI case study

CasperCustomer support

97% of calls wasted minutes on small talk. Now, an AI agent resolves complex inquiries directly, 24/7.

Published|1 year ago

Key results

Peak Resolution Rate
74%
Auto-Resolution Rate
70%
Total Resolution Rate
>50%

Result highlights

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The story

Context

A billion-dollar direct-to-consumer pioneer that disrupted the mattress industry with its "mattress-in-a-box" concept.

Challenge

High-consideration purchase decisions were poorly served by a legacy chatbot that frequently escalated inquiries to human agents. Live interactions...

Solution
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Quotes

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The company

Direct-to-consumer retailer of mattresses, pillows, and sleep accessories.

IndustryRetail
LocationNew York, NY, USA
Employees251-1K
Founded2014

The AI provider

Sierra logo

Sierra

sierra.ai

AI agent platform for autonomous enterprise customer service.

IndustrySoftware & Platforms
LocationSan Francisco, CA, USA
Employees51-250
Founded2023

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