Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Reloe · Ace Waves
Vendor-reportedConsumer goodsUS, Europe & AsiaScaledEnterpriseAI 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 2026-09-05. 6 of 6 figures below appear on that page word for word.
The problem
Operational complexity increased and costs followed as Reloe scaled across brands and regions, leading to an increasing ticket backlog and high variance in decisions.
What was deployed
- Vendor
- Ace Waves
- Products
- Ace Waves' multi-agent platform
- Technique
- AI agents
- Build or buy
- Bought and customised
- Deployment
- SaaS
- Scale
- 800k active customers, 20+ brands, US, Europe & Asia, 90 languages
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.
72%Automation ratefirst week
“72% automation in the first week”
Quoted word for word from the source
84%Automation ratetwo weeks
“84% within two weeks”
Quoted word for word from the source
customer service costs
“40% reduction in customer service costs”
Quoted word for word from the source · round percentage, no baseline given
Retention rate
“15% uplift by retaining customers who intended to cancel”
Quoted word for word from the source · round percentage, no baseline given
AI automation coverage
“AI automation coverage increased 5 times”
Quoted word for word from the source
1-2 minutesResponse timesfrom 3-4 days
“Response times: reduced from 3-4 days to 1-2 minutes”
Quoted word for word from the source
minutesResolution timefrom multiple days
“resolution time dropped from multiple days to minutes”
Quoted word for word from the source
“As we scaled, keeping decisions aligned across brands became more demanding. We needed more than automation. We needed consistency we could trust. Ace Waves enabled us to keep scaling the business without losing control or quality.”
Difficulties and limits
- 20+ supplement brands, fast growth, constantly evolving procedures, high variance in decisions, and increasing ticket backlog
- operational complexity grew faster than the systems behind it
- customer conversations were rarely single-issue
- ticket backlog
- consistency problem that kept recreating volume
- execution variance increased
- procedures that needed to be frequently updated
- manual glue work in spreadsheets and different tools to fill integration gaps
- policy drift across brands
- slow reply times
- Sensitive cases or ambiguous scenarios are escalated to human agents with full context under defined guardrails
Sources
- acewaves.com — vendor self-report
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