Case Study: Pique achieves 37% AI support closure with Richpanel

Pique closes about 37% of support with Richpanel

Pique, a wellness and tea company, faced a challenge where its lean customer support team was overwhelmed by routine transactional tickets, such as order status and basic product questions. This high volume of repeat inquiries caused delays, keeping higher-value work involving compliance, cancellations, and complex cases waiting in the queue. To address this, Pique implemented Richpanel, an AI-native customer service platform.

The solution was implemented by Richpanel in three stages: manual training, a copilot phase for review, and finally autonomous handling of routine chat and email. This allowed the AI to close about 37% of all support tickets. The results included a median first response time of just 27 seconds, an AI customer satisfaction score of 4.75 out of 5 (near the team's 4.84), and resolutions that were roughly twice as fast. This freed Pique's team to focus on sensitive and complex customer work.

Pique