How One Brand Transformed Support with Smart Automation—And What You Can Learn From It
This blog is based on insights shared during our recent LinkedIn Live webinar, Advanced AI Customer Service: Scaling, Integration & Optimization. If you’d like to dive deeper, the full webinar recording is available at the end of this blog.
In a time when AI is at the center of every customer service discussion, businesses are scrambling to automate—but many are doing it wrong. Too much automation. Too little strategy. The result? Poor performance and even worse customer satisfaction.
That’s exactly what Sally Hurley (CEO of VIPdesk) and Jeff Cramp (Chief AI Officer) tackled VIPdesk's recent webinar, diving deep into what it really takes to scale AI customer service effectively—and how companies can avoid the most common pitfalls.
Budgets are shrinking. Expectations are rising. But AI adoption doesn’t automatically mean success. In fact, VIPdesk argues the biggest threat to CX today is over-automation—too many companies are racing to replace humans without a clear plan, leading to drops in CSAT and increasing customer frustration.
To succeed, companies need a balanced AI strategy that’s designed to scale and evolve, not just launch.
You need flexible, scalable platforms that can:
Handle multi-language, multi-channel support
Integrate with your existing stack (like CRMs, order management tools)
Seamlessly grow with your business
It’s not just about automating one task. It’s about building infrastructure that supports long-term growth.
This is not a “set it and forget it” situation. Success depends on:
Regularly retraining models
Monitoring CSAT, resolution rates, and escalation trends
Maintaining a strong human feedback loop (your agents are gold mines for data)
Without continuous iteration, your AI becomes outdated fast—and your service suffers.
Humans still matter. In fact, as AI improves, human agents often take on more complex, emotionally charged issues. That’s why:
Human CSAT should be evaluated differently (they’re handling tougher tickets)
Agent impact needs to be recognized and supported
AI should enhance—not replace—human support
One of the most compelling moments in the webinar was a real-life case study with baby tech brand Owlet. VIPdesk helped them transform their customer service operations, automating over 60% of interactions while increasing customer satisfaction.
Outdated chatbot
Surging inquiry volume
Limited support hours
English-only service
High operational costs
Introduced GenAI chatbots with strong emotional intelligence
Scaled to 21 languages using real-time translation
Enabled 24/7 support
Integrated deeply with Shopify, Zendesk, and other tools
Preserved the ability for customers to speak to a real person at any time
The result? Fewer spikes in volume, better CX, higher CSAT, and a scalable support model built for growth.
Read the full Owlet Case Study Here
One of the boldest points in the webinar: VIPdesk pushes back hard on the industry trend of relying solely on agent assist.
“You’re afraid the bot will go rogue. But what if it actually delivers better service than agent assist ever could?”
Instead of fearing full automation, VIPdesk encourages companies to trust in well-implemented, customer-facing bots. Agent assist has its place—but if you’re only using it out of fear, you’re missing out on transformative ROI.
Scaling AI in customer service can be done—and done well. But you need:
✅ A scalable, integrated foundation
✅ Continuous optimization and real-time monitoring
✅ Compassionate human support in the loop
✅ A smart strategy—not just tech for tech’s sake
If your goal is to improve CX and reduce costs, don’t settle for halfway automation or legacy tools. Build something that lasts.
Want help mapping out your AI support strategy?
Sally (CEO) and Jeff (CAIO) are offering free 15-minute consults to explore how AI could elevate your customer service. No pitch—just insight.
👉 Reach out at:
sally.hurley@vipdeskconnect.com
jeff.Kramp@vipdeskconnect.com