HQ
Lafayette, LA
Agents
150
Industry
Jewelry Manufacturing
Win Story
Stuller
CSAT jumped 25 points in two quarters as every agent gained an expert Copilot handling the world's most complex product catalog.
Stuller is the world's largest manufacturer and supplier of fine jewelry, findings, and related products, serving retail jewelers across 100+ countries with a highly specialised contact center.
Use Case
Stuller's 150-agent team supports retail jewelers worldwide with a product catalog of over 100,000 SKUs. Agents needed deep product expertise on every call, but training could not keep pace with catalog complexity, leading to long hold times and stagnant CSAT.
Why Level AI
Level AI's Agent Copilot was integrated directly with Stuller's product catalog, surfacing precise specifications, substitution options, and pricing in real time during live calls. Agents stopped putting customers on hold to search, and first-call resolution climbed as the Copilot guided agents through complex custom order scenarios.
Challenges
- 1Catalog complexity (100,000+ SKUs) outpacing training capacity
- 2Long hold times from agents searching for product information
- 3Stagnant CSAT despite repeated coaching investments
- 4Escalations from agents unable to handle complex custom orders
Solutions
- Agent Copilot integrated with live product catalog
- Auto QA against product knowledge benchmarks
- VoC analytics for product feedback trend detection
- Real-time substitution and pricing guidance during calls
Why We Won
- CSAT up 25 points within two quarters
- First-call resolution climbed as Copilot handled catalog complexity
- Hold time eliminated for product lookup queries
- VoC insights fed back into catalog strategy for first time
Five9 Field Perspective
“Our agents were struggling to keep up with product complexity. Level AI's Copilot is like giving every agent an expert sitting beside them.”
Customer Voice
“CSAT up 25 points. First-call resolution up 30%. The numbers speak for themselves — but what really changed is that our agents actually enjoy taking calls now.”