A prominent retail brand operating a large scale loyalty program was facing increasing pressure on its support operations. These loyalty programs, common across sectors such as quick service restaurants (QSR), fashion, and e-commerce, are designed to drive customer retention but often generate a high volume of service queries.

Customers frequently reached out with questions about reward point balances, loyalty tier status, redemption procedures, and issues with missing rewards. As participation in the program grew, resolving these inquiries solely through human agents became inefficient and expensive. Long wait times, inconsistent resolutions, and rising agent workloads began to impact customer satisfaction and overall operational efficiency.

The brand required a scalable and always available support solution that could maintain accuracy, consistency, and responsiveness without the need to constantly expand the support team. It became evident that traditional service models were no longer adequate to handle the evolving scale and expectations of the program.