Brevity Labs — Relay case study

Twelve thousand tickets a month, and a chatbot making it worse. Field & Form's old bot was built to deflect — it answered questions nobody asked, hid the "talk to a human" button, and turned frustrated customers into furious ones. CSAT was falling while ticket volume grew.

We designed Relay around one rule: answer or hand off, never stall. Every response is grounded in the customer's actual order data. When Relay knows, it answers in one message with real options. When it doesn't, it says so and routes to a human — with the full conversation attached so nobody repeats themselves.

Most customers never need the queue. Four out of five conversations resolve in under a minute, and the ones that escalate arrive with context, so human agents are faster too. The support team shrank its backlog for the first time in two years — without shrinking the team.