Coterie Turns CX into a Revenue Engine with 65% AI Automation
“Her ability to read between the lines and not necessarily have to operate off SOPs or automations exceeded expectations.”
Taryn
CX Team, Coterie
Challenge
Coterie faced a high volume of predictable but essential customer inquiries. For a premium brand, the team couldn't compromise on experience, but they couldn't sustainably handle growing volumes without automation.
Solution
The persona capabilities particularly impressed the team — the AI responds in a very human way with no roadmap, reading between the lines without relying on SOPs or automations.
Integrating workflows unlocked the biggest win: the AI could immediately cancel an order in Shopify within the guardrails the team set, in 60 minutes.
The team had a very high bar for AI and automation — they didn't release anything unless they had an extremely high confidence level with it.
Results
65%
AI automation
Automating the majority of email volume while keeping a high-touch experience.
60-65%
of email volume
Handled automatically with human-like responses.
High
human touch
Team repositioned to focus on high-touch human experiences.
For Coterie, Uouoduo helped them do more than manage incoming ticket volume — it gave them the opportunity to strategically reposition their customer experience function. The team opened up to focus on delivering a really high-touch human experience, with the roadmap shaped in partnership with the team.