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Case study • Neuro Gum

How Neuro Launched AI CX agents in Record Time Before BFCM and achieved 81% containment rate

  • 81%

    Chat containment

  • 71%

    Of rated conversations at five stars

  • 1,713

    Policy Executions in a Single Week

Challenge

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.

Solution

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. 542 executions in the most recent reporting week.

  • 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,

Results

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.

81%

conversations containment

1,713

policy executions across all active policies

4.19/5

average star rating

71.1%

of ratings are five-star

4.73

average CSAT across rated conversations

4.78

average CSAT across rated conversations

In the most recent quarter, KODIF handled 8,087 total chat conversations, containing 81% of conversations, an increase QoQ.

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.