Use Case
Reward Points Balance
Missing Rewards Resolution
Loyalty Tier Queries
Rewards Redemption Process
The Problem: Support Teams Can’t Keep Up with Reward Queries
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.
The Solution:
Tailored for Loyalty, Optimized for Speed
Tailored for Loyalty, Optimized for Speed
Nurix deployed a conversational AI agent to automate key aspects of loyalty program support, reducing dependency on human agents and enabling the brand to deliver a seamless and efficient customer experience at scale.
Efficiency Through Smart Escalation
Boosted support efficiency with a built-in flagging mechanism that escalates unresolved or complex issues to human agents, ensuring faster resolutions and optimized resource use.
Automated Loyalty Support
Handled high-volume queries like point balance checks, tier clarifications, reward redemptions, and missing rewards through AI-driven, context-aware responses, cutting down repetitive workload.
Seamless System Integrations
Integrated with existing CRM and loyalty platforms to deliver real-time information on reward balances, tier status, and redemptions, streamlining operations and reducing manual lookups.
24/7 Multilingual Availability
Enabled round-the-clock support across channels and languages, ensuring consistent, efficient service for a global customer base without expanding support teams.
“Nurix AI helped us turn a major support burden into a seamless experience. Loyalty queries that used to overwhelm our team like point balances, tier updates, and redemptions—are now handled instantly. Customers get faster answers, and our agents can focus on what really needs a human touch.”
— VP, Customer Operations, Leading Retail Brand
The Impact:
Smarter Rewards. Stronger Loyalty.
Smarter Rewards. Stronger Loyalty.
72%
of loyalty queries
(reward balance, redemption, tier status, missing rewards)
were resolved automatically without human intervention.
60%,
reduction in average response times
speeding up assistance, cutting wait times, and boosting support efficiency
35%
reduction in agent workload
allowed teams to focus on complex tasks and lowered training and support costs.
+1.1 points
in Consumer Satisfaction (CSAT)
due to real-time, AI-powered support for loyalty-related issues.