68% AI Resolution Rate, 20% Lift in Revenue per Visitor: How ripple⁺ Built an AI-Native CX Stack

After cycling through four helpdesks in seven years, ripple⁺ partnered with Applied Labs to do what no previous platform could: automate complex and repetitive support, turn their landing pages into conversion engines, and uncover the real drivers of customer dissatisfaction.

Highlights:

• 0→68% AI Resolution Rate on top channels

• +20% Revenue per Visitor for top paid landing pages

• AI-native help desk migration in under 60 days

• Leveraged AI Insights feature to surface fulfillment delays as the #1 source of customer friction across 10,000+ conversations

• “Level of support that we've not seen with any other SaaS company”

Company:

ripple⁺ is a zero-nicotine plant-powered aromatherapy brand helping people get away from nicotine and onto healthier habits. They sell across the US, UK, and EU, with customer support spanning email, chat, and social channels.

The Pain:

Support felt reactive. The ripple⁺ team, with 1.5 million customers across the US, UK, and EU, was handling every ticket by hand with new ones arriving every two to three minutes. All agents felt stretched to capacity and over the weekend, from Saturday evening to Monday morning, customers heard nothing.

The team tried four platforms in seven years. Each promised CX transformation. None delivered.

"We’ve always approached customer experience as a reactive process even though we wanted to be proactive."

Aditya Garla

Head of Performance and E-commerce

As a brand with ambitions to set the gold standard in e-commerce CX, ripple⁺ needed an AI-native platform that could resolve complex tickets, surface actionable insights, and impact the entire customer journey — from first website visit to post-purchase support.

But above all, they wanted a partner who would invest the energy and time to understand their business deeply, and bring both the technology and hands-on commitment to help them step fully into the AI era.

One Platform, Four Outcomes:

1. AI resolves 65% of chat and 68% of email — ticket volume dropped dramatically

AI now handles the majority of support without human intervention. The team was able to scale their CX capacity while reallocating 30% of the team to higher-impact work: brand, copy, and deeper customer relationships. AI CSAT is 6% higher than human agent CSAT. And for the first time, customers get responses 24/7 including weekends, where previously no one was working. Customer issues that previously sat in the queue for hours are now resolved by AI within minutes.

With AI handling the repetitive volume, human agents now have more time for complex, high-touch interactions — the quality of their work has gone up as a result.

"The quality of the human work has gone up because there is more time allowed to speak to the customer. The AI is managing the brunt work."

Aditya Garla

Head of Performance and E-commerce

2. Conversion agent drove +20% revenue per visitor

ripple⁺ drives significant traffic to their landing pages through paid channels. But quitting nicotine is one of the hardest decisions a consumer can make. Most first-time visitors arrive curious, not ready to buy. Like a great sales rep, they need someone to answer their questions, ease their doubts, and help them believe the product will solve their problems.

Applied Labs collaborated with ripple⁺ to build a customized conversion agent that meets visitors where they are and overcomes the top purchase blockers during the consideration phase of a purchase. Over a 30-day controlled A/B test across 22,000+ visitors, revenue per visitor increased by 20%.

What surprised Adi most was how little overhead it required:

"It was such a hands-off process. I didn't even believe it. It was amazing how easy it was."

Aditya Garla

Head of Performance and E-commerce

3. Replaced entire CX stack and migrated in under 60 days

Applied Labs migrated ripple⁺, built the knowledge base from scratch, and trained the AI on ripple⁺’s most complex workflows — from order cancellations to shipping address changes to replacement fulfillment, with hands-on testing sessions alongside Isaac and the CX team every step of the way.

4. AI surfaced insights that changed how the business operates

ripple⁺ leveraged Applied Labs’ voice of customer capabilities, Insights, to analyze tens of thousands of conversations and identified fulfillment delays as the primary driver of customer dissatisfaction.

Armed with evidence they'd never had before, the CX team brought the findings across the business to leadership, marketing, and their 3PL partners. It prompted real action: conversations with warehouses about upholding order processing SLAs, and updates to website and marketing copy to manage customer expectations.

"It helps us view these situations on a granular scale — pain points like transit times and delays in specific geographies. It has helped us communicate internally between CX and operations, strengthen our relationship with our warehouses, and change how we set expectations with customers from the very first touchpoint."

Aditya Garla

Head of Performance and E-commerce

What's Next:

After achieving the above outcomes, ripple⁺ is excited to expand the partnership:

1. Expand AI across SMS and social
2. Launch AI conversion agent across website and other landing pages
3. Continue leveraging Insights to improve the customer experience

The team sees Applied Labs not as a vendor, but as a long-term partner in building the future of their company.

"It's a level of support that we've not really had or seen with any other SaaS company."

Aditya Garla

Head of Performance and E-commerce

By the Numbers:

Get in Touch:

If you want to automate support, drive conversion, and turn customer conversations into actionable insights, all in one platform, Applied Labs can help.

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