Bulletproof reduces average handle time 50% and CSAT 15 points with Kustomer
Bulletproof's Customer Care Advocates were spending too much time on transactional conversations such as delivery issues, and support channels were fragmented — Advocates had to log into separate platforms like Facebook — preventing unified analytics and leaving insufficient time for high-value discovery and feedback interactions.
Previous telephony solutions raised call quality and cost-effectiveness concerns, and Bulletproof had been using Zendesk before switching to Kustomer.
Bulletproof achieved a 50% reduction in average handle time, a 15-point increase in customer satisfaction scores within two months, and a reduction of $3 to $4 per contact cost by automating transactional workflows and unifying omnichannel support through Kustomer and Amazon Connect.
Frequently asked questions
What did this team achieve with this AI workflow?
Bulletproof achieved a 50% reduction in average handle time, a 15-point increase in customer satisfaction scores within two months, and a reduction of $3 to $4 per contact cost by automating transactional workflows an…
What tools did this team use?
Kustomer, Amazon Connect, Amazon Kinesis, Bolt.
What results were reported?
Average handle time: 50%; CSAT / perception of service quality: 15 points; Cost per contact reduction: $3 to $4 (source-reported, not independently verified).
What failed first in this deployment?
Previous telephony solutions raised call quality and cost-effectiveness concerns, and Bulletproof had been using Zendesk before switching to Kustomer.
How is this customer support AI workflow structured?
Delivery feedback notification → Automated order lookup → Automated resolution text → Advocates handle high-value conversations.