Truvani

Customer Story

How Truvani reduced order cancellation and subscription change time by 95%.

Truvani uses StateSet ReSponse AI to handle time-sensitive order and subscription requests automatically, freeing the CX team to focus on nuanced customer questions.

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Order cancellation time reduction
95%
Subscription change time reduction
95%
CX hours returned
100
AI agent
Robert
Truvani products

The Challenge

Growth made routine post-purchase work harder to keep up with.

Truvani’s customer experience team was spending significant time on routine order cancellations and subscription changes.

The team needed an AI solution that could act quickly and accurately even when human agents were not available.

The Solution

Robert became the always-on AI agent for time-sensitive requests.

StateSet connected ReSponse to Shopify and Shipmonk for real-time order information and cancellation workflows.

The agent was trained on Truvani’s macros, product information, rules, and brand voice, with intent detection and order-number parsing for accurate API actions.

The Results

The CX team got faster without giving up control.

Truvani reduced time-to-resolution for order cancellations by 95% and reduced subscription-change time by 95%.

The workflow returned 100 personal hours to the CX team while maintaining brand consistency and customer trust.

Impact

Results that compound as volume grows.

reduction in time-to-resolution for order cancellations
95%
reduction in time-to-resolution for subscription changes
95%
returned to the CX team
100 hrs

“Through Stateset Response, we use an AI bot (Robert) to handle the monotonous, time sensitive issues like cancellation requests. He’s working 24/7 and frees up our reps so they can take care of questions that are more nuanced and require a human touch.”

Femi Olasupo, Senior Director of Customer Experience, Truvani

What StateSet handles

Post-purchase work handled before it becomes a queue.

  • Order cancellation intent detection
  • Subscription cancel, pause, and skip flows
  • Shopify and Shipmonk order lookups
  • Brand-aligned customer responses

Order automation

The agent detects cancellation requests and processes eligible changes through connected commerce systems.

Subscription saves

Subscription requests can trigger pause or skip options before cancellation, improving the customer experience.

24/7 coverage

Robert handles monotonous, time-sensitive work around the clock while humans focus on higher-touch questions.

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