How Rumi Cosmetiques reached 49% support automation with Commslayer
Beauty & cosmetics · Customer case study
Migrated from Gorgias Uses Loop subscriptions
Rumi Cosmetiques makes cosmetics, skincare, and haircare products for women over 50. As customer conversations grew, the brand needed its support operation to keep pace.
After moving from Gorgias to Commslayer, Rumi configured Laura, its AI support agent, to help customers across email and web chat. Connected to Shopify and Loop Subscriptions, Laura follows Rumi’s support policies while passing requests that need human judgment to the team.
In the two weeks ending September 21, Rumi reported:
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49%
support automation
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5,199
conversations resolved by AI
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72%
lower reported resolution time
Why did you switch to Commslayer?
“The pricing initially attracted us, but what really stands out is the team’s communication: straightforward answers, openness to feedback, and quick improvements. Their practical approach to business fits how we work.”
Dovydas Jankauskas
COO, Rumi Cosmetiques
Keeping pace with growing customer demand
Rumi handled 57,595 customer conversations in the 90 days ending September 21, a 143% increase over the preceding 90 days.
With more customers contacting the brand, the team needed a way to handle routine requests at greater scale while keeping people involved where their experience and judgment mattered.
What was difficult about managing subscription and order questions before using Commslayer?
“Routine questions often involve checking order or subscription details manually. As support volume grows, those repetitive steps take up more of the team’s time.”
Dovydas Jankauskas
COO, Rumi Cosmetiques
Building AI support around Rumi’s way of working
Rumi connected Commslayer to its existing tools and configured Laura around its own support policies.
Across email and web chat, Laura can use relevant customer information to answer questions and complete supported requests within the conversation. When a request needs an exception or a person’s judgment, it goes to the support team.
This gives Rumi a way to extend AI support while retaining human involvement for more complex conversations.
Increasing automation from 19% to 49%
Between September 8 and September 21, Laura participated in 8,384 conversations and resolved 5,199, up from 1,216 resolutions during the preceding two weeks.
Over the same comparison, Rumi’s reported support automation rate rose from 19.4% to 48.8%.
The improvement meant AI was taking on a larger share of Rumi’s support workload and bringing more conversations through to resolution.
Closing more conversations in less time
Across Laura and the human support team, total conversations closed increased from 6,402 to 9,990, a 56% increase.
Reported resolution time also fell from approximately 16 hours 47 minutes to 4 hours 43 minutes, a 72% reduction.
Together, these results show a support operation closing more conversations while reducing the time taken to resolve them.
What has changed in the team’s day-to-day work?
“We have more automation and better ticket organisation through labels and workflows. This helps the team spend less time on repetitive tasks and focus on conversations that need personal attention.”
Dovydas Jankauskas
COO, Rumi Cosmetiques
