Case Study: Psycho Bunny boosts ticket replies and resolution speed with Gorgias AI Agent

How AI Agent Became #1 in Ticket Replies & Resolution Speed for Psycho Bunny’s CX Team

Psycho Bunny, the menswear brand known for its bold style and iconic rabbit logo, needed a way to keep customer service quality high while scaling quickly and controlling support costs. The team wanted to preserve strong KPIs and CSAT without increasing overhead, especially as ticket volume grew and internal resources were stretched.

Gorgias provided Psycho Bunny with its AI Agent, named Lisa, to automate common tickets like order status, returns, exchanges, and shipping questions. The result was a major boost in efficiency: AI Agent resolved 26% of tickets, delivered first responses and resolutions about 99% faster than the team average, and achieved a higher CSAT score (4.67 vs. 4.6), while also improving tagging accuracy and freeing human agents for more complex work.

Psycho Bunny

Tosha Moyer

Senior Customer Experience Manager