Holy Stone launched Solvea’s AI resolution engine through a phased approach. First, an AI-powered assistant was integrated to handle high-frequency questions about coupons, social promotions, and simple order issues. This allowed agents to spend more time reviewing replies instead of writing them from scratch.
Next, Holy Stone trained Solvea to support product troubleshooting scenarios. Leveraging the latest GPT model and fine-tuned intent recognition, the AI could interpret complex descriptions, avoid repeated questioning, and respond with accurate, friendly answers drawn from the brand’s knowledge base. This was especially valuable during peak seasons like Black Friday and Christmas, when the volume of technical inquiries surged.
In negative review handling, Solvea supported agents through automation. Once a low-star review appeared, the AI helped track follow-ups, send resolution messages, and escalate when needed. For purchase questions, the AI extracted product intent and returned relevant inventory and links automatically. Agents focused on solving edge cases while the AI ensured no customer was left waiting.
“We used to spend over three hours resolving these tickets. Now it only takes thirty minutes to review them, which has greatly improved our workflow.” — Holy Stone team
Solvea helped Holy Stone significantly improve service operations. AI handled routine replies, allowing agents to focus on high-value work such as training, review recovery, and technical guidance. The team achieved a 35% reduction in support labor and improved response efficiency by 50%.
Automated engagement also helped prevent potential revenue loss, with a 10% reduction in sales impact from unresolved tickets. By empowering support agents to manage and configure AI workflows internally, Holy Stone built a scalable and resilient service model ready for future growth.
