Case Study
F100 Retailer
Customer Experience
An F100 retailer was running seven disconnected AI vendors across customer experience — chatbot, voice, agent-assist, email triage, returns, and two more. Brand voice was fragmented, audit visibility was nil. AIOS replaced the stack with one cognitive core priced on resolutions.
- Client
- F100 specialty retailer
- Vertical
- F100 Retailer
- Category
- Customer Experience
- Timeframe
- 9 weeks to production
Impact
4.2×
Faster tier-1 resolution
78%
Containment without human
+31
NPS point lift
Challenge
Seven specialized agents from seven vendors, each with its own logs, prompts, and brand voice. Customer service leadership was under board pressure to ship more AI — and getting nothing back that resembled accountability.
Tier-1 contacts moved between agents and humans without context. Returns, billing, and shipment exceptions each took a different escalation path. Customers felt the seams.
Solution
AIOS replaced the seven agents with one cognitive core, governed by a single brand-voice policy and a single audit trail. Identity-scoped tool calls protected customer PII. The cognitive core handled email, chat, voice, and agent-assist from the same memory.
Layered memory remembered every interaction across channels — so a customer who chatted yesterday didn't have to re-explain anything to the voice agent today. Pricing tied to resolutions, not seats.
One brand voice. One audit trail. One agent that gets smarter.
“Customer service finally feels like our team — at every channel.”
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