Discover how this globally recognized streetwear brand partnered with Applied Labs to automate support tasks and give their customers a premium experience.
✅ 80% support cost savings
✅ 90% of inquiries resolved through AI
✅ Instant, 24/7 inquiry resolution
“Sure, there are plenty of out-of-the-box solutions that can automate customer support. But Applied Labs is in another class. They worked with us to build a tailored support system that really understands our brand and customers.” – Kalin Stoyanchev, Co-Founder and COO at Warren Lotas
About
Warren Lotas is a Los Angeles-based clothing brand known for its exclusive T-shirts and hoodies, featuring hand-drawn images inspired by street art, basketball fashion, and motorcycle culture. Founded in the eponymous founder’s college dorm room, Warren Lotas has amassed nearly 500K Instagram followers and partnered with The Weeknd, Bad Bunny, and Dodge.
Challenge
Scaling Customer Support Without Sacrificing the Personal Touch
Thanks to artistic apparel and high-profile partnerships, Warren Lotas has amassed legions of loyal customers who can’t wait to get their hands on the latest drops. So personalized support is a must.
But as sales took off, the higher volume of customer inquiries threatened to sap the nimble team’s limited resources. If a customer asked why their shipment was delayed, for example, it took ten minutes to track down the order information and spin up a warm, personalized response. This diverted the team’s attention from more strategic tasks, like optimizing supply chain efficiencies and addressing high-touch customer inquiries — and still left room for error.
Co-Founder and COO Kalin Stoyanchev knew customers expected the brand’s service to match its high-quality product. So he hoped to find a way to increase efficiency without sacrificing Warren Lotas’ trademark premium support — even as they scaled.
An AI-powered support platform seemed like the best bet, but only if it could:
Resolve inquiries quickly and accurately
Generate tailored responses from existing customer data
Kalin evaluated several options in the emerging AI support market, but none of them clicked until he connected with Applied Labs.
“We know customers expect our exclusive products to come with premium service, so we never want to become someone’s horror story. Applied Labs’ Agents make it easy to live out our values.”
Solution
Offering Personalized Service With the Efficiency of AI Agents
With Applied Labs, Warren Lotas’ customer experience is still as iconic as the designs on their premium graphic tees. The AI Agents supercharge their support team’s workflow, delivering:
Faster, more accurate responses: Since the automated answers are powered by AI and audited by humans, they always give accurate, context-aware answers. Even better, they resolve most issues, from delayed orders to incorrect sizes, instantly.
Personalized service: Applied Labs integrates with Warren Lotas’ key data sources, including their help center and knowledge bases. This lets the Agents respond using real-time customer data. So a routine response to a refund request might include a shout-out about their loyalty based on their purchase history. Now, every interaction becomes another opportunity to nurture customer relationships.
[Email response placeholder image]
Plus, with Applied Labs, the team can A/B test messages for tone and content to ensure the AI Agents are always doing their best work.
Meanwhile, as Agents provide top-notch service, Kalin’s team spends more time on strategic tasks that boost their bottom line. This includes everything from unlocking more cost-efficient shipping strategies to rolling out the red carpet in priority support cases, like damaged holiday orders.
“So many machine learning models just spit out something blatantly robotic — to the detriment of customer satisfaction. But if our surveys are any indication, customers are happier than ever with our faster, more personable Agents.”
Results
Automating 90% of Inquiries Enhances Customer Satisfaction
Applied Labs helped Kalin’s team unlock a more efficient way to nurture relationships with their enthusiastic customers. Now, the Warren Lotas team can effortlessly show up for their customers — even during their most anticipated limited-edition drops.
The results so far?
80% support cost savings
90% of inquiries resolved through AI
Instant, 24/7 inquiry resolution
Kalin says the partnership is just getting started. In the coming months, he’ll work with the Applied Labs team to transform Agents from troubleshooters into full-service shopping assistants. He plans to train the AI Agents to create bespoke recommendations that reduce browsing fatigue.
“Applied Labs offers the full trifecta: peace of mind, efficiency, and cost savings. Now that we’ve seen what they can do for our support function, we want to use them to power as much of the customer experience as possible.”