Case Study: Javvy Coffee achieves 70% automation and 12-minute response times with Yuma AI

Javvy Coffee cuts response time from 24 hours to 12 minutes with Yuma

Javvy Coffee, a global consumer subscription brand, faced a significant challenge in scaling its customer experience (CX) operations. As its ticket volume grew to 50,000 per month, its team of agents was overwhelmed with repetitive requests, leading to first response times of 24 to 48 hours. The company's initial solution of hiring more agents was exhausting and unsustainable. Javvy Coffee needed a way to automate these high-volume, low-complexity tickets to maintain its human touch and quality of service. They turned to the vendor Yuma for an AI solution.

Yuma AI implemented its conversational AI chatbot for ecommerce, named Clara, to handle Javvy's front-line support. The implementation was supported by a dedicated account manager who provided a hands-on partnership. The solution automated 70% of all customer queries, slashing the first response time from over 24 hours to just 12 minutes. This also resulted in a CSAT score increase from 3.5 to 4.2 and saved the equivalent of four months of agent work time, all while achieving 100% team retention.

Javvy Coffee