All work
AI & Automation
Kestrel & Co.
AI agent + automation cut support cost per contact by 47%.
-47%
Cost / contact
+9pt
CSAT
24/7
Coverage
Challenge
A fast-growing D2C brand's support team was overwhelmed — 4-hour reply times, weekend backlog, CSAT dropping.
Solution
Elite Brands shipped a RAG-backed AI agent tied to the product catalog and order system, an n8n automation layer for status/refund flows, and human escalation for anything the agent wasn't confident about.
Results
- First-response time from 4 hrs to 12 seconds
- Cost per resolved contact down 47%
- CSAT up 9 points month-over-month
"
The AI agent handles the volume our human team never could — and knows when to hand off.
— Marcus Delaney · Head of CX, Kestrel & Co.