How TRAMAS+ resolved 83% of customer support conversations with AI agents
In just a week, Permut became the first layer of interaction for customer inquiries at TRAMAS+, resolving the majority of routine support conversations automatically while dramatically improving response times.The challenge
A large share of customer inquiries were operational but still required fast and accurate responses. Customers regularly reached out asking about:
- Product availability and sizing guidance
- Returns, exchanges, and refunds
- Order tracking and delivery status
- Shipping conditions and store availability
TRAMAS+ needed a way to absorb this demand without sacrificing response quality or the brand experience.
The solution
TRAMAS+ implemented Permut’s conversational AI agents across multiple channels.
The agent was trained using the brand’s tone of voice, operational policies and workflows, allowing it to resolve a wide range of inquiries autonomously.
Instead of relying on rigid decision trees, the agent understands customer intent and executes the appropriate workflow for each interaction. When needed, it escalates complex cases to the support team with the full conversation context already available.
The impact
The AI agent successfully resolves 83% of support conversations without human intervention, significantly reducing operational workload.
At the same time, daily support tickets dropped by 47%, while first response time improved by 85%.
Customers now receive faster responses, and the support team can focus on the minority of cases that truly require human attention.
Looking ahead
What started as support automation is evolving into a broader conversational layer across TRAMAS+ customer interactions.
The next phase focuses on expanding WhatsApp as a primary channel and introducing more proactive engagement flows.
Permut enables the TRAMAS+ team to scale customer conversations without sacrificing the quality of service that defines the brand.
Key metrics
- 83% of support tickets resolved automatically
- <1 week to full deployment
- 85% reduction in resolution times for escalated cases
About TRAMAS+
TRAMAS+ is a well-established home textile brand with a strong presence across both physical retail and ecommerce.
With thousands of customers interacting with the brand across digital channels, the support team manages a large volume of inquiries related to orders, deliveries, returns and product information.
As online demand continued to grow, scaling customer support without compromising service quality became increasingly difficult.
