How Minted blends artistry with AI to transform customer experiences.

Minted has transformed how people connect with independent artisans by creating a global marketplace for beautifully crafted, unique products. From holiday cards to wedding invitations and custom art, Minted’s platform brings the world’s most talented designers to consumers’ fingertips. The company’s mission is clear: to celebrate creativity and individuality by championing artists and making their work accessible to everyone.

“At Minted, every product tells a story, and every design comes from a person with a unique perspective,” says Sarah Wallis, COO at Minted. “Our job is to preserve and strengthen the connection between customer and artist, no matter how much we grow.”

To honor this commitment, Minted uses AI to make it easier and faster for customers to resolve problems that stand between customers and the personalized products they’ve purchased.

Scaling personal experiences during peak season

Minted’s business is as unique as the products it offers. The company doesn’t just sell items; it curates deeply personal experiences for its customers.

During the holiday card season, these moments come in waves, with the customer service team managing an extraordinary influx of inquiries—orders to track, designs to revise, and tight deadlines to meet. A simple question like “Where’s my order?” could mean clarifying a card’s status across design approval, printing, and shipping stages. These intricate needs demand an agent capable of understanding Minted’s unique processes and guiding customers with clarity and care.

Recognizing this complexity, Minted partnered with Sierra to implement an AI agent that could support the diverse inquiries their team receives. For instance, when customers need help uploading addresses for holiday cards, the agent provides step-by-step guidance. If someone accidentally approves a design proof that needs adjustments, the AI ensures corrections can be made swiftly and seamlessly. And for customers navigating the emotional urgency of last-minute orders, the agent offers real-time updates and practical solutions to ensure Minted delivers on time.

“Our customers rely on Minted for some of the most personal moments of their lives,” explains Anissa Gomez, Minted’s Quality Specialist. “It’s critical that our AI agent not only provides accurate information but also does so in a way that reflects our care for each customer’s unique needs.”

Adapting to peak season spikes

As Minted experienced an exponential increase in volume over the peak season, their AI agent proved invaluable in maintaining exceptional customer service while adapting to new challenges in real time.

The AI agent was able to connect seamlessly to Minted’s other customer support platforms, including the company’s critical web experience platform. This holistic view into the customer experience has transformed how Minted identifies and resolves customer issues. Rather than relying on manual intervention, they can now detect trends, flag potential problems, and route insights to the right teams in real time. "This was an unanticipated win for us," says Anissa.

For example, when a promotion code challenge emerged, the team caught and fixed it within hours of the first customer-reported issue—preventing customer frustration and avoiding a lengthy process of filing tickets and waiting on the appropriate teams to respond. The AI agent's real-time flexibility also enabled on-the-fly updates, like dynamically adjusting messaging to reflect current wait times, automatically upgrading customers to priority shipping if their orders were delayed, or proactively collecting necessary information to streamline interactions.

These innovations not only reduced back-and-forth communication but also empowered Minted to handle their biggest sales day ever without missing a beat. This streamlined approach accelerates resolution times, enhances the customer experience, and enables proactive problem-solving at scale.

“A platform like Sierra becomes completely embedded in what we do,” says Sarah. “It’s interacting with customers and intertwined with CMS, OMS, and ecommerce. We don’t take those decisions lightly.”

Measurable impact on customer experience

The results speak for themselves. Since implementing their AI agent, Minted has achieved case resolution rates exceeding 65% for cases the AI agent is designed to handle. These inquiries often involve some of the most time-sensitive and detailed customer requests, from revising wedding invitations to ensuring holiday orders arrive under the tree on time. All the while, the AI agent achieves over a 95% CSAT rating.

“This isn’t just about automation,” adds Sarah. “It’s about creating a better, faster experience that still feels personal and thoughtful.”

By integrating seamlessly with Minted’s processes, the AI agent has not only boosted efficiency but also empowered the customer service team to focus on more complex cases, ensuring that no customer feels like just another ticket in a queue.

Strategic vision for AI-enabled growth

Minted sees their AI agent as more than just a tool for today—it’s a foundation for future innovation. As part of an upcoming “Voice of the Customer” initiative, insights from AI-managed chat conversations will inform marketing, engineering, and product teams, enabling Minted to evolve based on real customer needs.

“Our focus is on long-term transformation,” says Sarah. “The insights we’re gaining now are shaping how we serve customers tomorrow.”

With Sierra as a partner, Minted is poised to grow even faster without compromising the artistry and individuality that set them apart. By connecting people with exceptional artists, Minted ensures every purchase tells a story—one enriched by thoughtful, AI-driven customer support.