Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
LifeScan · Aisera
Vendor-reportedHealthcareUnited StatesScaledEnterpriseLLMLive 2022
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by aisera.com (vendor self-report). Checked against the source page on 2026-09-06. 3 of 3 figures below appear on that page word for word.
The problem
Struggled to keep pace with growing customer needs due to manual, reactive processes, leading to long wait times and agent fatigue.
What was deployed
- Vendor
- Aisera
- Products
- Aisera’s AI Agent Platform, Aisera Assistant, OneTouch® Assistant
- Technique
- LLM
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- extensive knowledge base, sensitive customer data
- Scale
- over 4.7 million users
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
65%Auto-resolution rate
“automated 65% of incoming support requests”
Quoted word for word from the source
2.2 millionCost savings
“saving $2.2 million”
Quoted word for word from the source
Customer satisfaction (CSAT)
“improved customer satisfaction (CSAT) by 70%”
Quoted word for word from the source · round percentage, no baseline given
secondsResponse timefrom days
“cutting response times from days to seconds”
Quoted word for word from the source
“The OneTouch® Assistant has been a game-changer for our customer support team. With Aisera Assistant, we can now quickly resolve customer inquiries in seconds through self-service. It’s amazing how Aisera’s AI agents can automate our customers’ requests while delivering personalized and humanized conversational experiences at scale.”
Difficulties and limits
- With a rapidly expanding customer base of over 4.7 million users, LifeScan's support operations were heavily reliant on manual, reactive processes, making it difficult to efficiently address customer needs.
- The surge in ticket volumes resulted in long wait times and increased agent fatigue, straining the support team's ability to keep pace with demand.
Sources
- aisera.com — vendor self-report, 2023-05-05
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