The Challenge
A viral launch created a surge in customer inquiries.
Sincerely Yours experienced unprecedented growth after a viral debut launch event drew 80,000 attendees and sold out Sephora.
The team needed a scalable way to handle increased demand, maintain service quality, and prepare for future viral moments without the delay and cost of extensive support hiring and onboarding.
The Solution
StateSet deployed Ava to orchestrate customer requests across the commerce stack.
StateSet's iCommerce Engine gave Sincerely Yours the ability to deploy Ava, an AI agent designed to manage routine inquiries and orchestrate complex customer transactions.
Ava supports intent and tone analysis, customized brand controls, commerce-stack integrations, automated customer communications, and shipping updates.
The Results
Ava transformed routine CX work into fast, reliable automation.
Ava now manages routine inquiries such as order modifications, returns, and subscription changes, freeing human agents to focus on more complex interactions.
StateSet helped Sincerely Yours reduce time to resolution by 90%, handle 80% of ticket volume, and save more than 30 hours per month while maintaining a premium brand experience.