Case study • Clearly Filtered

Clearly Filtered's AI handles 72% of technically challenging conversations end to end.

72%

chat containment rate
4.36 ★

CSAT on subscription management
2,120

automations per week

Clearly Filtered is a direct-to-consumer water filtration brand founded in 2011. Their proprietary Affinity Filtration Technology is independently tested against 365+ contaminants, including PFAS, fluoride, and heavy metals. They sell pitchers, under-sink systems, refrigerator filters, and water bottles through their Shopify storefront, with subscriptions managed through Recharge. Over 580,000 customers drink Clearly Filtered water.

Subscription Management
Order Support
Contaminant Q&A
Returns Processing
Retention Flows

Gorgias
Shopify
Recharge
Loop

Challenge

Clearly Filtered’s CS team fielded technically complex questions at scale. The chat tool in place handled basic FAQ lookups acceptably, but it ran into limits on anything requiring live subscription data from Recharge, structured contaminant lookups from a 250-plus item dataset, or actions in their order stack. There was also no way to test chat changes before pushing them live.

Subscription actions (cancellation, frequency changes, skips) required agent involvement because the tool couldn’t read or write to Recharge
Contaminant questions needed per-filter accuracy the tool couldn’t deliver from a structured technical dataset
No ability to distinguish a customer asking about cancellation policy from one who actually wants to cancel
No systematic testing capability before pushing chat changes to production

Solution

Clearly Filtered launched ‘Crystal’, their chat AI agent built on Kodif, in February 2026. The deployment runs on native integrations into Shopify, Recharge, Loop Returns, and Gorgias, with a custom lookup tool built specifically for their contaminant dataset.

Phase 1

Subscription management with retention logic built in

Six subscription policies run through Recharge, each writing back to the customer’s account directly, with no agent required.

Subscription Cancellation: the AI identifies the reason and offers a retention option before processing. Cancellation only executes after the customer confirms past the offer.
Change Next Charge Date, Change Frequency, Skip Subscription, Pause a Subscription, Change Subscription Shipping Address
Each policy reads the customer’s live Recharge data first, so the conversation reflects their actual account state

Phase 2

Product, Contaminant, and order support

Order Status: WISMO queries pulling live data from Shopify
Contaminant Questions: a custom lookup tool built on Clearly Filtered’s 250-plus item dataset, returning specific removal percentages by filter
Returns: initiated through Loop Returns with a Gorgias ticket created automatically for agent follow-through
Fridge Filter Selection and Exchange: model identification and replacement workflows

Results

72%

conversations contained

4.36 ★

Subscription Cancellation CSAT

54.9%

CSAT ratings five stars

4.56 ★

Change Next Charge Date CSAT

The low reviews cluster around a single scenario: customers who reached the agent handoff queue and were told to expect a response in one to two business days. Those reviews are a ceiling marker, pointing directly to the next set of flows to automate.

What's next

Expanding order modification flows:

Mid-shipment address changes
Multi-item modifications
Tighter Shopify order cancellation logic

Increasing automated return throughput through deeper Loop integration
Extending the contaminant lookup to surface proactive filter recommendations based on what the customer’s current filter addresses
Reducing the handoff queue by adding policies for the edge cases that currently require an agent, improve the 72% containment.