How Boombrush Resolves 75% of Support Tickets on Autopilot
Boombrush, a certified B corp, is revolutionizing oral care with its subscription-based toothbrush service. By offering high-quality, sustainable toothbrushes on a recurring basis, Boombrush ensures customers never have to worry about replacing their toothbrush again. Their staggering 4.8/5 on trustpilot with over 4,000 reviews, emphasises their focus on delivering great value and support to their customers.
Dennis Thoen
Manager Operations & Customer Engagement
Company
boombrush.comSize
9 employees
Customer since
January 2024
The Challenge
Boombrush faced a constant stream of customer support tickets, mainly regarding complex subscription and product related questions. Managing these inquiries manually was time-consuming and required significant effort from their support team. They needed a solution that could handle the increasing workload and significantly reduce response times without compromising service quality.
"The automations have revolutionized our customer support—tasks that took hours now happen instantly."
- Dennis Thoen, Manager Operations & Customer Engagement
The Solution
Minimal's AI Agent seamlessly integrated with their Website, CMS, Subscription Service and Ticketing System delivering part automation and part ready-to-send responses for their product and subscription-related inquiries. By leveraging real-time order details and internal protocols, the AI Agent now resolves 75% of incoming tickets. For the other 25%, it generates ready-to-send suggestions which agents can quickly review and send with minimal effort - often with just a single click.
One of the key innovations that made this possible was the new Conversational Training feature. Instead of complex configurations or technical expertise, Boombrush could train the AI Agent by simply chatting with it in plain Dutch. Their youngest valued employee was able to guide the AI, refining its responses through direct feedback - no technical skills required.
Dennis shares: "With Conversational Training, our team could shape the AI exactly how we wanted—without needing any technical expertise. It was as simple as talking to a colleague."
The Results
Since implementing conversational training for their AI Agent, Boombrush has achieved remarkable results:
- 75% automation rate: Three-quarters of all tickets are now resolved entirely by the AI Agent.
- 80% reduction in response time: Customers receive answers significantly faster than before.
- 50% less time spent per ticket: Support team members now spend just seconds reviewing AI-generated responses that need human approval.
- Consistent quality: Customers enjoy accurate and swift support while maintaining Boombrush's high service standards.
With 75% of tickets now being resolved entirely by the AI Agent, Boombrush has significantly reduced response times and improved efficiency. Support team members can focus their expertise on complex cases, while customers continue to receive the exceptional service they expect.
Next Steps: Full Automation on the Horizon
Over the next weeks, our focus will shift toward fully automating tickets where the AI Agent demonstrates 100% accuracy, eliminating the need for human approval and enabling direct actions in their internal systems. From there, we'll gradually expand this capability across the full 100% of tickets.
Published on March 6th, 2025 by Niek