Case Study: OluKai scales authentic customer care with Sierra

How OluKai scales the Aloha experience with Sierra

OluKai, a Hawaiian-inspired footwear and lifestyle brand, was challenged with scaling its personalized "Aloha Experience" for customers as its direct-to-consumer business grew. The company needed to maintain its authentic, high-touch service across all channels while managing an increasing volume of repetitive customer service inquiries, such as returns and order status updates, which was straining its team. To address this, they partnered with the vendor Sierra to explore an AI solution.

Sierra implemented a conversational AI agent that uses natural language processing to handle common customer service tickets. The solution was trained on OluKai's unique policies and brand voice, allowing it to handle inquiries empathetically and even manage policy exceptions. This resulted in a 70% resolution rate without human intervention, a customer satisfaction score of 4.5/5, and a significant reduction in average handle time. Sierra's AI freed OluKai's team to focus on more complex and rewarding customer interactions, enabling the brand to scale its operations while preserving its authentic service ethos.

OluKai

John Elkins

Experience Team Supervisor