How Luxeveria resolved 78% of inbound calls without a human

Three regional phone lines, one AI agent, longest average call length on the account

Written by

Ruben Boonzaaijer

The receipts (last 90 days)

78% of inbound calls resolved end-to-end. No human in the loop.
3.1-minute average call. Longest on the account. Real product conversations, not menu loops.
64.3% of calls run longer than two minutes. Real engagement, not thirty-second hangups.
Three regional phone lines on a single AI account: US, UK, Australia.
Zero new support hires in 2025.

Almost four out of five callers finish without ever needing a person.

Why phone matters for skincare like this

Skincare is a trust purchase. Will the lifting oil actually firm the skin after a few weeks of use? Is the plumping serum safe if my skin reacts to fragrance? Can I layer the nano serum with my retinol? What's the return policy if it doesn't work for my skin type?

These don't resolve in an FAQ search. The buyer wants to hear it back, especially on an AU$54 to AU$109 bottle they're trying for the first time. Email is too slow when someone's deciding mid-checkout. A live phone team would mean three regional shifts to cover US, UK, and Australia, a lot of headcount for a brand still scaling.

What happens when a customer calls

A customer calls and asks if the Lifting Oil is safe to use after a chemical peel. The agent walks through the ingredients and the timing recommendation. Another caller wants to know if the Luxury Plumping Serum is fragrance-free for sensitive skin, and the agent reads the formulation off the product page. A UK customer asks about delivery windows, and the agent pulls the regional shipping policy and quotes the actual ETA.

The agent answers in plain language, using the actual product copy and policy text. No guesses, no upsells the team didn't authorize.

There are also rules about what the agent won't do. It admits when a question is past skincare basics, anything around prescription topicals or allergic reactions or medical advice, and routes those to the team with the call transcript attached. The 3.1-minute average call duration is the proof: customers stay on the line and work through real questions instead of bouncing off in thirty seconds.

Luxeveria runs three regional lines (US, UK, Australia) on a single AI account. That's the part that matters for a brand selling globally on Shopify. Three timezones, one phone setup, no overnight CS team.

Luxeveria didn't add a phone rep in 2025. They added a phone number that answers itself in three regions.