Case Study: Monos cuts customer service costs by 75% with Zowie

A Zowie Case Study

How Monos scaled customer service while cutting costs by 75%

Monos, a Canadian travel and lifestyle brand, needed to scale customer service without losing its premium, hospitality-driven experience. As order volumes and support demand grew, manual workflows, disconnected retail and online systems, and repetitive ticket handling slowed the team down, especially during peak seasons. Monos turned to Zowie, using AI Agent and AI Inbox to help solve these challenges.

Zowie configured AI agents to match Monos’ workflows, automate repetitive inquiries, and connect support across channels. The result was a 75% drop in cost per ticket, with 70% of tickets handled through chat and 60–70% of interactions automated. Zowie also eliminated manual ticket assignments, reduced response times, and enabled a seamless omnichannel experience between online and in-store service.

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