Scalable CX combines AI efficiency with human empathy — delivering fast responses, consistent quality, and measurable satisfaction gains.
Background
Koh is a game-changing eco-cleaning brand leading the movement toward safer, toxin-free homes. As their direct-to-consumer sales and subscription base expanded, customer inquiries surged across multiple channels — from order tracking and delivery investigations to product use questions and refund requests. Koh needed a way to maintain its signature brand care while managing increasing volume efficiently and sustainably.
The Challenge
By late 2024, Koh’s internal support resources were facing rising complexity — seasonal volume spikes, high inquiry diversity, and pressure to maintain fast resolution times. They needed a CX model that could:
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Deliver consistent, on-brand responses at scale.
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Integrate seamlessly with existing AI-driven tools and workflows.
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Improve customer satisfaction without compromising authenticity or tone.
Influx was selected to manage Koh’s full-service customer support operation — combining human-led empathy with AI-enabled efficiency.
During a period of rapid growth, Influx.com scaled our CX team quickly with high quality agents who cleared our backlog and brought a proactive, solutions focused mindset. What I value most is the direct access I have to the team open communication and regular catch ups ensure we’re always aligned with our evolving business needs.
Nick Bowker | CX Lead - Koh
Influx designed a hybrid CX framework blending dedicated support representatives (DSRs) with Koh’s internal AI Agent to optimize both speed and quality.
Key elements included:
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Dedicated Team Management – Influx sourced, trained, and managed a complete team, supported by a part-time Team Lead (TL) and Service Delivery Manager (SDM).
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Integrated AI Oversight – Human agents reviewed and refined AI-drafted “one-touch” ticket responses, ensuring accuracy, compliance, and brand tone before messages were sent.
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Seamless Reporting – Influx integrated Koh’s AI metrics (e.g., Total Closed Tickets Including AI, Messages per Ticket (Include AI), CSAT by Channel) into bi-weekly reporting for unified performance visibility.
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Ongoing Optimization – Weekly operational reviews during launch, transitioning to bi-weekly once stable, focused on improving macros, workflows, and AI-human balance for faster resolutions.
This collaboration allowed Influx to fine-tune AI performance alongside its human agents — delivering consistent, brand-aligned support while increasing operational efficiency.
Results & Proof Points
Koh and Influx’s partnership delivered measurable improvements across speed, satisfaction, and scalability:
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86% CSAT for the AI Agent Bot.
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Over 90% of all closed tickets managed by Influx (excluding AI), with the AI agent handling additional volume at scale.
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56+ tickets replied per agent per day, meeting productivity targets by December 2024.
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84% 5-star ratings consistently recorded across multiple reporting periods (Dec 2024 – Oct 2025).
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Improved efficiency: The average number of messages per ticket decreased as the hybrid model matured, signaling faster resolutions and fewer back-and-forth exchanges.
Impact
By partnering with Influx, Koh built a future-ready, hybrid CX operation that combines human judgment with AI efficiency. The result: faster resolutions, higher satisfaction, and a scalable model that keeps up with customer growth — without sacrificing the brand’s tone or personal touch.
Get started with Influx
Influx helps ambitious, sustainability-focused brands like Koh scale global customer experience through flexible, ethical, and data-driven support — combining human expertise with AI innovation.
Learn more at influx.com.
