Case Study: Puffy resolves 63% of customer inquiries with Alhena AI

How Puffy Partnered with Alhena AI to Manage Exponential Growth

Puffy, a direct-to-consumer mattress company, was facing a significant challenge in managing the exponential growth of customer inquiries without compromising its high standard of customer service. Their previous chatbot solution was largely ineffective. The company turned to vendor Alhena AI to find a scalable solution that could integrate with their Freshdesk ticketing system.

The solution implemented was the Alhena AI platform, which was first deployed to handle email support before being expanded to manage all live chat interactions. The results were substantial, with Alhena AI fully resolving 63% of all customer inquiries. This was achieved while maintaining a 90% customer satisfaction score, matching their previous human-only levels and allowing their support team to focus on more complex issues.

Puffy

Ricky Misas

Customer Support Manager