1stdibs launched an AI Customer Service Agent that resolved 25% of inbound chat inquiries.
“Updated September 2, 2026 Since launch in June, Resolution Rate for inbound chat has increased from 14% to 25% by late August. Phase 1 & 2 – Launched AI Customer Service Agent & Upgrading BPO STRATEGIC PILLAR: Service In June, we launched our AI Customer Service Agent. We plan to scale the problems AI can solve and the channels it can serve through the rest of the year and into 2027. We began migrating to a new BPO partner that can provide Phone Support and 24/7 Coverage. We have three primary objectives we wish to solve with our partner: Increase volume of support Increase quality of support Unlock phone support at lower cost Note: BPO denotes Business Process Outsourcing, in this case, third-party customer service. Resolution Rate is defined as the percentage of inbound inquiries fully resolved by the AI agent without human handoff.”