Like most home-goods stores, Linen House's support volume was dominated by a handful of repeatable cases: where's my order, can I return this, can I swap the size. Four agents spent their days on work that was important to customers but rote to perform.

The risk in automating it wasn't accuracy — it was voice. A refund approved in a tone that didn't sound like Linen House would do more damage than a slow reply.

The CS Specialist resolves refund-eligible orders, shipping queries, and policy-bounded exchanges end-to-end, grounded in Linen House's own policy chunks. Every drafted reply passes through Reply Judge, which scores it against the brand-voice anchor built from the team's best 200 sent replies.

Anything below 0.78 fidelity doesn't send — it lands in a human's inbox with the score and the lines that pulled it down. That 18% is now the entire job of the one remaining CS lead.

Auto-resolution hit 82% within the first month and held. Median first reply dropped from 44 minutes to 3. But the quieter win is consistency: the brand-voice anchor became a reference the whole team points to, so even human replies got more on-voice, not less.