Case Study: Casper delivers 24/7 personalized customer support with Sierra AI

How Casper turns a big purchase into a lifelong relationship with AI

The customer, Casper, a direct-to-consumer mattress retailer, faced a challenge in scaling its customer support to meet the varied needs of shoppers making significant purchase decisions. Their initial chatbot, Luna, was ineffective, often failing to resolve inquiries and necessitating escalations to human agents. To revolutionize this experience, Casper partnered with the vendor Sierra to develop an upgraded AI solution.

Sierra implemented Luna 2.0, an AI-powered agent designed to provide personalized, always-on support. This solution seamlessly integrated with Casper's systems to handle a wide range of inquiries across multiple languages, 24/7. The results were significant: Sierra's AI agent achieved a 74% resolution rate, efficiently scaled during peak sales events, and contributed to a greater than 20% increase in customer satisfaction (CSAT) scores.

Casper

Danny Cassotta

Manager of Customer Experience