Case Study: Aeons achieves 63% AI-driven support messaging with Richpanel

Aeons sends 63% of support messages with Richpanel

Aeons, a premium supplements brand with over 100,000 customers, faced a challenge common to health-adjacent businesses: they needed to automate their support for speed but could not allow careless AI to improvise on sensitive topics like ingredients or legal issues. They partnered with Richpanel to implement an AI agent that could handle their high volume of repeat questions without sacrificing safety.

Richpanel provided a two-path solution governed by the team's SOPs. Routine emails were answered and closed autonomously, while higher-risk replies were drafted by AI and then reviewed by a human before sending. This approach allowed Richpanel to send 63% of all outbound support messages and fully close 529 conversations with no human touch, all while achieving an AI CSAT of 4.39, which was above the team-wide average. The solution freed capacity equivalent to five full-time agents.

Aeons