Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Pulsetto · Ace Waves
Vendor-reportedHealthcareUS & EuropeIn productionMid-marketAI agents
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 acewaves.com (vendor self-report). Checked against the source page on 2026-09-06. 4 of 5 figures below appear on that page word for word; the rest are marked.
The problem
Hypergrowth driving rising customer service volume and complexity, needing to handle a sharp surge in volume without compromising quality ahead of Black Friday.
What was deployed
- Vendor
- Ace Waves
- Products
- Ace Waves' multi-agent platform
- Technique
- AI agents
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- Pulsetto’s existing support processes into Agent Procedures, including playbooks and workflows, knowledge base, brand voice guidelines, and business rules; orders, subscriptions, billing, and product guidance.
- Scale
- absorbed 2x BFCM volume
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.
2xBFCM volume handled
“absorbed 2x BFCM volume without hiring”
Quoted word for word from the source
75%Automation rate
“Automation: 75%”
Quoted word for word from the source
First response timefrom previous AI solution
“First response time: reduced 5 times vs. previous AI solution”
Quoted word for word from the source
Customer wait timefrom previous AI solution
“Customer wait time: reduced 4 times vs. previous AI solution”
Quoted word for word from the source
5 min.AI response speed
“AI response speed: 5 min., with a deliberate delay configured per Pulsetto’s request”
Not found on the source page in these words
“We’ve seen how difficult it is to get real results in production with other vendors. Ace Waves proved itself at scale and became a reliable part of our operations.”
Difficulties and limits
- hypergrowth driving rising customer service volume and complexity
- previous AI solution failed to deliver meaningful results (AI automation remained around 10% after 3 months, expensive, limited progress)
- Notch’s implementation timeline did not match the urgency
- Zowie’s chatbot was too limited in customization and workflow depth
Sources
- acewaves.com — vendor self-report
Similar deployments
Innovative Dining Group · Revmo AI
1200+ — Reservations booked by AI
Vendor-reportedTravel & hospitality · Customer support · NLP · In production · 2025
Houston Methodist · ActiumHealth
18000000 — staffing capacity created
Vendor-reportedHealthcare · Customer support · LLM · In production
Luxury Bath NJPA · Hatch AI
52% — Overall set rate
Vendor-reportedConstruction & real estate · Customer support · AI agents · Scaled
Radiant Credit Union · interface.ai
60% — Asset growth absorbed without contact center team expansion
Vendor-reportedBanking & finance · Customer support · LLM · Scaled · 2022
Talkmobile · LivePerson
92% — Customer Satisfaction Score (CSAT)
Vendor-reportedTelecom · Customer support · NLP · Scaled · 2014