CX Success: Koh leverages both Human + AI agents to achieve 86% CSAT

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.

"During a period of rapid growth, Influx.com scaled our CX team quickly with high quality agents who cleared our backlog and brought a proactive, solutions focused mindset. What I value most is the direct access I have to the team open communication and regular catch ups ensure we’re always aligned with our evolving business needs."

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Nick Bowker, CX Lead at Koh

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:

• 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.

Impact

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.

Get started with Influx

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.