SOLACE
4.3×
decision throughput, 90 days
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Stoke GoodsPet · US
40%CS volume dropped in week 1
Stoke Goods sells to pet owners — a customer base that needs warmth, not boilerplate. The CS Specialist took 40% of volume off the queue in week one, and gave the team a brand-voice anchor everyone now references.
// the deltas
CS volume off queue
40%
wk 1
Refund-eligible auto
end-to-end
gated
Empathy cases to human
100%
by policy
Anchor replies indexed
200
—
A customer base that punishes boilerplate
Pet customers are emotionally invested, and a tone-deaf reply costs more than a slow one. Stoke's challenge in automating support was never throughput — it was making sure the warmth survived.
Logistics to the agent, empathy to the human
The CS Specialist resolves shipping queries, refund-eligible cases, and policy-bounded exchanges autonomously. Reply Judge enforces a deliberately high empathy gate: any case that reads as emotional or sensitive is routed to a human, regardless of how confidently the draft scores.
That split took 40% of volume off the queue in the first week while keeping the highest-stakes conversations human.
An anchor the whole team uses
The unexpected benefit was internal. The brand-voice anchor — built from Stoke's best replies — became the reference everyone reaches for, including the humans. Support stopped being four people improvising a voice and became one voice everyone shares.
Pet owners can tell a canned reply instantly, and it stings. The agent handles the logistics; the judge sends the emotional cases to us. The brand-voice anchor is the thing the whole team references now.
Renee Vidal
Customer Experience Lead · Stoke Goods
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