Scalable CX combines AI efficiency with human empathy — delivering
fast responses, consistent quality, and measurable satisfaction gains.
Background
Koh is a game-changing eco-cleaning brand leading the movement toward safer, toxin-free homes. As their direct-to-consumer sales and subscription base expanded, customer inquiries surged across multiple channels — from order tracking and delivery investigations to product use questions and refund requests. Koh needed a way to maintain its signature brand care while managing increasing volume efficiently and sustainably.
The Challenge
By late 2024, Koh’s internal support resources were facing rising complexity — seasonal volume spikes, high inquiry diversity, and pressure to maintain fast resolution times. They needed a CX model that could:
● Deliver consistent, on-brand responses at scale.
● Integrate seamlessly with existing AI-driven tools and workflows.
● Improve customer satisfaction without compromising authenticity or tone.
Influx was selected to manage Koh’s full-service customer support operation — combining human-led empathy with AI-enabled efficiency.
The Solution
Influx designed a hybrid CX framework blending dedicated support representatives (DSRs) with Koh’s internal AI Agent to optimize both speed and quality.
Key elements included:
● Dedicated Team Management – Influx sourced, trained, and managed a complete team, supported by a part-time Team Lead (TL) and Service Delivery Manager (SDM).
● Integrated AI Oversight – Human agents reviewed and refined AI-drafted “one-touch” ticket responses, ensuring accuracy, compliance, and brand tone before messages were sent.
● Seamless Reporting – Influx integrated Koh’s AI metrics (e.g., Total Closed Tickets
Including AI, Messages per Ticket (Include AI), CSAT by Channel) into bi-weekly reporting for unified performance visibility.
● Ongoing Optimization – Weekly operational reviews during launch, transitioning to
bi-weekly once stable, focused on improving macros, workflows, and AI-human balance for faster resolutions.
This collaboration allowed Influx to fine-tune AI performance alongside its human agents — delivering consistent, brand-aligned support while increasing operational efficiency.
Results & Proof Points:
Koh and Influx’s partnership delivered measurable improvements across speed, satisfaction, and scalability:
● 84% CSAT achieved by Influx’s human team; 86% CSAT for the AI Agent Bot.
● Over 90% of all closed tickets managed by Influx (excluding AI), with the AI agent
handling additional volume at scale.
● 56+ tickets replied per agent per day, meeting productivity targets by December 2024.
● 84% 5-star ratings consistently recorded across multiple reporting periods (Dec 2024 –
Oct 2025).
● Improved efficiency: The average number of messages per ticket decreased as the
hybrid model matured, signaling faster resolutions and fewer back-and-forth exchanges.
Results:
By partnering with Influx, Koh built a future-ready, hybrid CX operation that combines human judgment with AI efficiency. The result: faster resolutions, higher satisfaction, and a scalable model that keeps up with customer growth — without sacrificing the brand’s tone or personal touch.
Closing
Influx helps ambitious, sustainability-focused brands like Koh scale global customer experience through flexible, ethical, and data-driven support — combining human expertise with AI innovation.
Learn more at influx.com.
