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Scaling Smart: How Dot & Key Reduced Costs and Elevated Customer Experience with Voice AI
A fast-growing beauty brand automates 650+ daily calls, resolves 80% of queries with AI agents, and reduces costs by 3.78%
Dot & Key
80%
50%
3.78%
Supercharges Customer Support with Voice AI
The Voice AI Agent has transformed how our customers experience support. It's a perfect blend of efficiency and genuine care. Our customers get immediate, accurate responses in their preferred language, and the interactions are so natural they barely realize they're speaking with AI. This has deepened their trust and connection with our brand. We're now handling significantly more volume without expanding our team, while still making every conversation personal and engaging.
About the Brand
Dot & Key is a rapidly growing beauty and skincare brand that offers innovative, dermatologically tested products to its customers. Known for its clean, safe, and effective formulations, Dot & Key has built a loyal customer base and strong digital presence. With fast growth came a surge in customer interactions across multiple channels, stretching their small support team of just four human agents.
The Brand’s Challenge
Scaling Customer Support Without Scaling Costs
Dot & Key faced a sharp increase in daily customer calls as its customer base grew. With only a four-member support team, the brand wanted to scale up customer support and ensure 24X7 availability efficiently without increasing costs.
The Solution
Voice AI Agent Integrated Across Customer Systems
Partnering with Gupshup, Dot & Key deployed a Voice AI agent capable of handling the majority of routine customer queries.
The solution:
– Integrated with the CRM, logistics partner, and payment systems
– Offered real-time updates on orders, deliveries, refunds, and returns
– Resolved common inquiries without human involvement
– Escalated only complex issues to human agents
– Enabled immediate, accurate self-service options for customers
This transformed customer interactions, giving agents more time to focus on high-value conversations.
Note – This solution is deployed on AWS Cloud
The Success
AI-Powered Scale with Higher Customer Satisfaction
The solution significantly reduced call volume surges, eliminated the need for agents to navigate multiple systems, and empowered customers with immediate, accurate self-service options, greatly improving overall satisfaction.
It led to
– 80% of calls resolved independently by AI
– 50% shorter call duration, improving efficiency
– 3.78% reduction in support costs
– Freed up human agents to focus on complex, value-driven queries
– Improved customer satisfaction with instant, consistent responses
By leveraging Voice AI, Dot & Key successfully scaled customer support to meet growing demand without scaling team size, while delivering faster, smarter, and more cost-efficient service.
Solution
Voice AI for Customer Support
Channel
On Call/PSTN
Industry
Beauty & Personal Care
