In the e-commerce calendar, major promotional events such as Double 11 (11.11) and 618 are key to boosting sales, but they also put a strain on the logistics system. For brands, the most difficult challenge often lies in balancing the massive amount of information disseminated during major sales periods with daily staffing levels.
When consumers flood in late at night and hesitate before placing an order, asking questions, if a brand cannot respond accurately and promptly, it often means lost orders. Faced with this relentless flood of messages, how can brands overcome human limitations and achieve 24/7 uninterrupted order processing?
In pursuit of breakthroughs, the Raccoon AI team invited Terry, General Manager of VERVE, a well-known Taiwanese functional apparel brand . He will personally reveal the practical results of implementing Raccoon AI, sharing how AI-driven automated processes achieved a nearly 70% automated response rate. This article will take you on an in-depth examination of the real-world effectiveness of AI implementation in retail brands, showing how businesses are using AI to create automated processes and provide a more resilient customer experience.
Solving the manpower flexibility problem during peak e-commerce seasons: Overcoming the dilemma of massive message volume and operating costs
For e-commerce brands seeking growth, the influx of messages during promotional events often results in an explosive increase, creating a dilemma for traditional human resource allocation. These "structural pain points" manifest themselves in several ways: the trade-off between training and quality, and the rigidity of fixed costs.
If an excessively large full-time customer service team is established, there will be idle manpower and wasted operating costs during the off-season after the peak season ends; if a large number of part-time workers are hired for short-term peak seasons, the brand must pay high costs for education and training time.
As generative AI technology matures, VERVE decided to introduce Raccoon AI as a solution. This structurally optimizes operational processes, freeing manpower allocation from the constraints of fluctuating traffic. Through the integration of AI into its service processes, VERVE successfully achieved 24/7 high-quality chat service during peak operating hours, ensuring that every customer inquiry receives an accurate response within prime time.
Real-world data reveals: How does a nearly 70% automated response rate drive quantitative changes in service?
After implementing the Raccoon AI system, the most noticeable change in VERVE is the significant reduction in customer wait times.
Frequently asked questions that used to require manual identification and responses can now be handled accurately by AI in the first instance. According to statistics from actual tests conducted from January to mid-October 2025, out of nearly 10,000 customer service interactions, as many as 66% of the work orders were automatically answered by AI in the initial stages.
This achievement is not only reflected in efficiency but also in customer feedback: among customers who filled out satisfaction questionnaires, as many as 70% chose "very satisfied." This proves that the quality of AI's responses can rival the professionalism of real people, successfully gaining positive affirmation from consumers.
From being overwhelmed to providing 24/7 support: Building a smart customer service system that ensures "service never closes".
In the past, VERVE's customer service team often had to focus most of their attention on repetitive, basic issues such as order inquiries, logistics progress, and size suggestions. When customer service staff were overwhelmed by these fragmented messages, it often led to delays in handling truly complex issues that required in-depth communication, thus affecting the overall service quality.
This transformation has evolved the customer service department from a "message processing center" into a "brand value touchpoint." By ensuring service continuity through Raccoon AI, the brand has established a reliable image of being "always available and responding instantly" in the minds of consumers, successfully converting potentially lost late-night traffic into stable brand loyalty.
Terry further pointed out that the biggest change brought about by the implementation of Raccoon AI is the realization of "24/7 service." In the past, messages accumulated at night or on weekends often formed a "case backlog" the next morning, putting enormous psychological pressure on customer service staff. Now, AI ensures uninterrupted service, allowing customers to receive immediate answers even in the early hours of the morning. This model establishes a precise division of labor between humans and machines: AI handles more than 60% of common requests in advance, allowing professional customer service staff to focus their energy on high-value tasks such as handling complex customer complaints, special orders, and cross-departmental collaboration.
Building AI-powered workflows is a strategic cornerstone for brands to realize long-term value.
For VERVE, Raccoon AI is not simply a tool to replace human labor, but an important partner in optimizing operational resilience. By continuously optimizing the knowledge base and growing together with AI, a smoother, more efficient, and higher-quality customer service experience has been successfully created.
This digital transformation not only freed customer service teams from tedious tasks, but also allowed businesses to focus their resources on creating and cultivating brand value.
If you are interested in Raccoon AI's services and would like to try implementing AI to relieve customer service pressure, you are welcome to try it out or consult with a professional consultant to learn more.
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