Case Study: Koh achieves 86% CSAT with Influx

Koh achieves 86% CSAT with Influx's human + AI support team

Koh, a direct-to-consumer eco-cleaning brand, faced a surge in customer inquiries across multiple channels as its business grew. Their internal support resources were challenged by seasonal volume spikes and the need to maintain fast, on-brand resolutions. They partnered with Influx to implement a full-service customer support operation that could integrate with their existing AI tools while preserving their authentic brand tone.

Influx designed a hybrid CX framework that blended dedicated human support representatives with oversight of Koh's internal AI agent. This solution ensured accuracy and brand alignment by having human agents refine AI-drafted responses. The partnership delivered significant results, including an 86% CSAT score for the AI agent and over 90% of all tickets managed by Influx. The model also achieved faster resolutions and consistently high customer satisfaction, providing Koh with a scalable, future-ready support operation.

Koh