How Neuro Launched AI CX agents in Record Time Before BFCM and achieved 81% containment rate.
Chat Containment Rate
81%
Of Rated Conversations at Five Stars
71%
Policy Executions in a Single Week
1,713
Meet Neuro: Functional Energy for Everyday Routines
Neuro makes functional gum and mints – Energy & Focus, Memory & Focus, Calm & Clarity, Sleep & Recharge — founded by Kent Yoshimura and Ryan Chen. They built Neuro out of a personal need for a clean, effective alternative to coffee and energy drinks. The company has shipped more than 500 million pieces since launch, appeared on Shark Tank and Fast Company, and sells through subscription and Walmart retail. Formulas have been adjusted roughly 30 times to get them right. The customer base runs on these products daily, and the CX team handles roughly 24,000 tickets per year through Gorgias, Shopify, and Skio.
Challenge: Subscription CX Needs More Than Basic Automation
Customers who rely on a subscription for something they take every morning are not casual about order issues, shipping delays, or changes to their plan. Neuro was handling roughly 24,000 tickets per year with a small team, and the chat channel built into Gorgias was not automating at the levels they required.
The team had an AI approach in place before coming to KODIF, but the cost per conversation and the lack of integration depth made it difficult to scale. Specifically, no automated coverage for subscription management, order status, or damage claims The team needed a deployment that could close tickets, connect to their stack, and be ready ahead of Q4 and Black Friday.
Use cases
- Chat Automation
- Order Management
- Subscription Management
- Order Cancellation
- Damaged Product Claims
- Returns & Exchanges
Solution: End-to-End Automation Across Gorgias, Shopify, and Skio
With the deal closing on November 6th, KODIF committed and successfully deployed production-ready automations before Black Friday, only 15 business days away. KODIF deployed across the transaction categories generating the most chat volume, with native integrations into Gorgias, Shopify, and Skio.
Order Status
Customers checking on shipments get a live status pulled from Shopify, with context on carrier status and expected delivery. 1,154 executions in the first 4 months of 2026, with an avg CSAT of 4.07/5.
Subscription Management
Subscription changes (skips, pauses, date shifts, plan updates) handled end to end through Skio. This policy carried a 4.73 average CSAT across all rated conversations — a strong signal in the deployment for a subscription brand.
Order Cancellation, Damaged Products, and Returns
Cancel requests routed to a priority queue or resolved directly when the window is open. Replacement claims for damaged or missing products handled without agent involvement. Returns and exchange requests resolved through policy with Shopify write-back for refund initiation.
Gorgias Ticket Routing
For conversations that reach the handoff threshold, the Create Ticket policy routes to the correct agent queue in Gorgias based on issue type.
“We didn't have a solid chat setup on our site before, so we went live with KODIF right at Black Friday - not exactly the easy season to test something new, yet it handled it. That's when we knew it was the right call!”
Shay Sta. Barbara
Business Coordinator
Shay Sta. Barbara
Business Coordinator
Results
From January to May 2026, KODIF contained 81% of conversations:
- Across 3,703 automation executions across all active policies
- With a 4.19/5 average star rating; 71.1% of ratings are five-star
- Subscription Management: 4.73 average CSAT across rated conversations
- Replacement for Damaged/Missing Products: 4.78 average CSAT across rated conversations
The CSAT pattern on subscription management is the number worth noting. Customers changing plans mid-cycle or adjusting billing are usually doing so because something didn’t go the way they expected. A 4.73 average CSAT on those conversations reflects policy depth, not just response speed.
What's next
Neuro and KODIF are expanding in several directions: email channel automation using the same policy set, SMS automation for order and subscription management, pre-purchase chat flows to reduce inbound volume at the top of the funnel, and continued containment rate improvement on edge-case policy categories.
Success in action
- OneSkin
achieved 75% containment and a 4.84 CSAT with AI support
- Dollar Shave Club
launched KODIF and saw 6x increase in ticket coverage
- Million Dollar Baby
achieved 45% resolution rate with KODIF’s CS AI
- Fellow
scaled their support and streamlined operations with KODIF
- OneSkin
achieved 75% containment and a 4.84 CSAT with AI support
- Dollar Shave Club
launched KODIF and saw 6x increase in ticket coverage
- Million Dollar Baby
achieved 45% resolution rate with KODIF’s CS AI
- Fellow