Customer support · Production

Everlane achieves 4x AI deflection and 25% agent hours saved with Kustomer

The problem

Everlane's previous CX platform lacked scalability, required cumbersome maintenance, and offered no personalization, preventing the brand from delivering the tailored customer experiences it envisioned. Internal escalated workflows such as generating return labels required coordination across multiple disconnected platforms with no accountability.

First attempt

The prior platform (Intercom) was cumbersome to maintain and blocked personalization at scale. For escalated internal workflows, Everlane relied on Slack and multiple platforms with no accountability trail.

Workflow diagram · grounded in source

Customer contacts via chat or email

trigger

“We use Kustomer to leverage communication with customers throughout the entire customer journey from first impression to repeat purchases”

AI deflects simple inquiries

ai_action

“Everlane is also leveraging AI from Kustomer to automate its live chat service and remove the more simplistic and straight forward customer inquiries from requiring live agent support”

Knowledge Base self-service

output

“Kustomer's Knowledge Base empowers customers to find answers proactively through informative articles, embodying Everlane's philosophy that the best service often requires no direct intervention”

Agent uses holistic Timeline view

human_review

“The view of the customer is much more holistic thanks to the Kustomer Timeline. Agents look at the customer as a whole, from purchase history to their interactions”

Tasks routes escalated workflows

routing

“agents submit a task, specialists handle it within the Kustomer Timeline, and everything is marked and tracked”

Reported outcome

Everlane achieved a 4x increase in live service deflection with AI and saved 25% in agent hours.
The Tasks feature delivered 25% in time savings by eliminating unnecessary steps, enabling the team to scale during peak seasons with improved accountability and agent productivity.

Reported metrics

Agent hours saved25%

increase in deflections using AI4x

time savings via Tasks feature25%

Reported stack

KustomerKustomer TimelineKnowledge BaseTasksAI AgentsOMSLookerAircallDelightedRetail POSpayment gateways

Source

https://www.kustomer.com/customers/everlane

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Everlane achieved a 4x increase in live service deflection with AI and saved 25% in agent hours.

What tools did this team use?

Kustomer, Kustomer Timeline, Knowledge Base, Tasks, AI Agents, OMS, Looker, Aircall, Delighted, Retail POS.

What results were reported?

Agent hours saved: 25%; increase in deflections using AI: 4x; time savings via Tasks feature: 25% (source-reported, not independently verified).

What failed first in this deployment?

The prior platform (Intercom) was cumbersome to maintain and blocked personalization at scale.

How is this customer support AI workflow structured?

Customer contacts via chat or email → AI deflects simple inquiries → Knowledge Base self-service → Agent uses holistic Timeline view → Tasks routes escalated workflows.

Everlane achieved a 4x increase in live service deflection with AI and saved 25% in agent hours.The Tasks feature delivered 25% in time savings by eliminating unnecessary steps, enabling the team to scale during peak seasons with improved accountability and agent productivity.