As YISE Beauty scaled, customer conversations became more frequent and more operationally complex. StateSet helped the team build an AI-native support layer that responds instantly, works across Shopify and Recharge, and knows when to escalate.
The Challenge
Premium growth brought premium support complexity.
YISE Beauty grew from an emerging brand into an eight-figure beauty business across DTC and Sephora retail. That growth brought hundreds of weekly contacts across email and live chat, covering order status, product questions, subscriptions, returns, and replacements.
Scaling a traditional support team to match that demand would have meant adding headcount while eroding margins. YISE needed automation that could resolve operationally complex requests without compromising the warm, premium experience customers expected from the brand.
The Solution
Dottie became the always-on AI customer experience agent.
YISE deployed Dottie, a fully autonomous AI agent powered by the StateSet iCommerce Engine. Dottie retrieves live order data from Shopify, manages subscription workflows through Recharge, facilitates returns, and composes personalized responses in YISE Beauty’s brand voice.
The CX team stayed lean, with one Manager of Customer Experience overseeing escalated exceptions and continuously tuning the experience instead of manually handling every repetitive request.
The Results
Faster responses, fewer follow-ups, and more time for high-value work.
Dottie supported more than 7,600 customer inquiries, representing 24.6% of all created support tickets. Half required just zero or one response to reach resolution. First response time fell to 1 minute 29 seconds while CSAT held above 4.8 as volume grew 11% year over year.
The AI independently resolved 1,000 customer inquiries without agent involvement, avoiding an estimated 112 hours of manual effort. Average resolution time fell to 2 days 21 hours, 35% faster than the category average.