Editors’ note: This post features Melissa Kim, co-founder and CEO of Minted, in collaboration with Bret.
There’s a lot of talk right now about what AI agents can do in theory. At Minted and Sierra, we’re showing what they can get done in practice—and it’s delightful.
Minted is a beloved brand for premium goods for weddings, holidays, and the home. It’s a creative business powered by tech and data. Minted promises its customers the best products and services for their important life moments, making for a unique set of consumer experiences and an interesting AI use case.
It’s why we were so excited to work together to build a Minted AI agent on Sierra’s platform. The agent has proven great at solving important, everyday challenges—like offering step-by-step guidance for uploading addresses for holiday cards, quickly providing order status updates, or suggesting art pieces that complement a specific design aesthetic.
It’s also played a crucial role in handling huge peaks in seasonal demand; few businesses experience a holiday rush quite like Minted. During this critical time, the AI agent is able to deftly handle a massive volume of issues—providing seamless, wait-free interactions during a time of year that is often hectic for customers.
We’ve also been impressed by the AI agent’s ability to seamlessly connect with Minted’s different support systems and to deftly summarize customer conversations—creating a more holistic view of the entire customer experience. This allows Minted to have real-time visibility into what customers are talking about, both to take immediate action on critical issues and to inform long-term strategy.
By helping Minted solve the age-old tension between the cost and quality of customer care, Minted’s AI implementation is a win-win—a win for customers and for the brand. And because the AI agent deflects many of the most routine cases, Minted’s customer support staff can now focus on more complex customer interactions.
With resolution rates upward of 65%—even for the most time-sensitive customer issues, like changing wedding invitations or ensuring holiday orders arrive on time—Minted’s AI agent is helping to drive their business.
Since we first started working together last year, AI has taken a central place in Minted’s long-term innovation strategy—with information from AI conversations helping to inform their marketing, engineering, and product teams, as well as solving real customer needs with both care and creativity.
