Matt Price

Let's take Lovebot, for example.

I'll give you an example.

One of our clients, I don't know if you know them, greeting card manufacturer, amazing product.

They do these pop-up, beautiful pop-up greeting cards.

Oh, I've seen those.

Yeah, if you want to impress somebody, you do it.

So amazing product, actually a very, very good returns policy.

If something goes wrong when you're trying to build or ship online, they will refund you or reshare or something like that.

The challenge they had was,

staffing enough people or during peak times in order to in order to get back to people quickly and by the time that they'd offered them the opportunity of the refund or anything the moment to be missed people were in the emotional moment heck i've got to get mama birthday card quick and and this is my solution she's going to love it or i'm still going to be um the kid that never sends her the christmas birthday card again you know but the uh

What they did was put in an AI first responder in there, and then they still want a human to actually check to see if it's a valid return.

But instead of waiting eight hours now for a human to get back on the email response, it's now a few seconds.

The options are developed there and now those humans are not just sitting there pushing macros out on saying, what options do you want?

They're actually responding to people where all of the information is there now that, and they can just come back and say it's, it's converted.

So, and they, we can now stuff that around the clock for them because, uh, you know, because those hours are available.

Um, but the big difference here was this emotional connection that Ken Chinot referred to is.

And we saw this amazing thing was that all of a sudden they started getting these five-star reviews for Love Pop on Trustpilot.

And if you Google Trustpilot Love Pop, you can read them.

And this is all people saying, this is amazing customer service.

This is amazing customer service.