Verish: AI Agent ALF's Efficiency Greater Than 4 Agents

Verish: AI Agent ALF's Efficiency Greater Than 4 Agents

"The number of times ALF answered questions during our Youtuber collaboration event was more than the number of questions answered by four agents." -CX Team Lead, Hyun-ji Choi

Verish is a rapidly growing apparel brand with a 350% increase in growth YoY, generating $25 million USD in 2023.

Sales for just the first half of 2024 have already reached $26 million USD so the company is on track for a great year.

Another amazing feat - 80% of sales are from their own online store.

Verish is our newest case study for utilizing AI Agent ALF to help answer customer inquiries alongside agents.

Utilizing AI to Help Handle an Influx of 8,000 Inquiries

CX Team Lead, Hyun-ji Choi first learned about AI Agent ALF during Channel Con, Channel Talk's biggest conference with over 3,000 attendees back in spring 2024.

📖 The Situation

At the time, Verish was planning to collaborate with a popular Youtuber and expected inquiry volume to be around 8,000.

💡 Channel Talk's Solution

Channel Talk quickly helped Verish get set up with AI Agent ALF - particularly with the FAQ feature.

⭐ FAQs is new AI feature from Channel Talk where AI Agent ALF can reply with answers from pre-registered FAQs.

In two and a half hours, the team registered 65 FAQs and spent a full day testing before the big event.

The Result: Shipments 6x Increase, Inquiries Only 1.7x

The collaboration event with the Youtuber ran from May 2nd to 23rd, 2024.

🌟 The Result:

- Shipments skyrocketed 6x - Inquiries increased by a mere 1.7x

"Our shipment volume increased almost 6x. So the number of inquiries should have increased at least 3x, but it only increased by 1.7x. And the inquiry inflow rate for shipments dropped by 5.2%."

During the three weeks of the event:

• ALF answered 2,487 questions using FAQs

• The four agents answered: 2,290 (8.25% difference)

The questions agents handle vs AI Agent ALF cannot be an exact comparison as agents often handle more complex inquiries and ALF can be triggered multiple times for one chat.

However, even with a conservative estimate, ALF handled between 1,000 to 2,000 simple inquiries.

AI Agent ALF was as productive as four agents.

Since the event, Verish has continuously used AI Agent ALF and the number of inquiries for agents to handle has decreased.

The brand often gets questions about their "Free Fitting Service" which is the name they call free exchanges.

After setting up ALF, inquiries about free exchanges decreased by 40%.

Conclusion: Concern to Confidence

In this new age of AI in customer service, it's normal to have concerns about the technology.

For Verish, the team didn't have high expectations and were worried that customers might not be as comfortable talking with AI Agent ALF.

But after seeing AI Agent ALF in action, the Verish team's worries have vanished.

Another reason Verish has found great success utilizing ALF is because they've been able to better understand their customers through the data collected.

Discovering the questions their customers are frequently asking and being able to better handle their concerns has proven crucial in enhancing customer satisfaction.

So if you're interested in seeing how Channel Talk's AI can help increase your CX efficiency, start a chat with us!