Case Study: Puffy resolves 63% of customer inquiries with Alhena AI (formerly Gleen AI)

How Puffy Partnered with Gleen AI to Manage Exponential Growth

Puffy, an online mattress retailer, faced a significant challenge in managing the exponential growth of customer inquiries while trying to maintain its high standard of customer service. Their previous solution, a simple chatbot, proved ineffective. To address this, Puffy selected Alhena AI (formerly Gleen AI) for its superior response accuracy and its seamless integration with their Freshdesk ticketing system.

The solution was implemented by Alhena AI first in email and then in live chat support. The AI now handles a large volume of interactions autonomously and can transfer to human agents when necessary. This deployment by Alhena AI achieved a remarkable result, fully resolving 63% of all customer inquiries. Furthermore, it maintained a 90% customer satisfaction score, matching their previous human-only performance and allowing the support team to focus on more complex issues.

Puffy

Ricky Misas

Customer Support Manager