Building Connections at Scale: How FÜM Enhanced Customer Support with Uouoduo
“It feels like Uouoduo was not just built generally, it's actually built for us.”
Will
CX Lead, FÜM
Challenge
As FÜM experienced rapid growth, they faced a critical challenge: how to scale customer support while preserving the authentic, empathetic approach essential for customers going through sometimes difficult habit-breaking journeys.
Solution
The team put time into customizing the persona because out of the box it just answers questions factually. Making sure the persona matches company values and how CSRs should speak was crucial.
A critical feature was the ability to integrate directly with business systems — making edits to orders or canceling subscriptions, so Uouoduo felt built specifically for FÜM.
Rather than viewing AI as a replacement, FÜM saw it as an extension of their team — a way to be more present for customers at critical moments.
Results
99%
improvement in response time
From hours to minutes — without losing human touch.
100%
human touch kept
Every customer receives timely, compassionate assistance.
24/7
support coverage
No one left waiting during busy periods.
For the FÜM team, the reception was surprisingly positive. 'I thought there would be slightly more pushback, but people were happy to have the help.' Implementing the assistant didn't change the team's role — it enhanced it, allowing them to focus on more complex customer needs.