Scaling support without sacrificing brand voice
How Cavalry helped Dolls Kill automate 69% of total ticket volume handled (100k+ tickets per year)
69%
of total ticket volume automated
4.1 CSAT
4.1 CSAT for AI Agents vs 3.9 CSAT human agents
100K+
tickets handled per year
98%
Accuracy
Meet Dolls Kill: A global cult for alternative fashion
Where misfits shop for spotlight moments
Few brands have cultivated a following as bold, expressive, and loyal as Dolls Kill. Launched in 2011, the San Francisco-based fashion label quickly grew from a rebellious online boutique into a global cult brand. Known for its unapologetically edgy aesthetic, Dolls Kill blends punk, goth, rave, and streetwear styles into a wildly original catalog of fashion and accessories.
But Dolls Kill is more than a store — it’s a movement. Their fiercely devoted fanbase isn’t just shopping for clothes; they’re buying into the brand — the aesthetic, the attitude, and the entire experience that comes with it. That includes what happens after checkout. From order updates to returns, every post-purchase touchpoint is part of the vibe. That level of customer love has fueled rapid growth, with seasonal spikes around Halloween, major music festivals, and viral drops driving massive order volumes.
That success, however, came with a growing operational challenge: delivering customer support that matched the speed, volume, and vibe of their brand — without compromising experience.
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A CX Experience that couldn’t keep up
Before Cavalry, Dolls Kill had experimented with other AI support solutions — including Siena— to help manage their growing volume of customer tickets.
The core goals were clear:
- Allow human agents to focus on high-value tickets
- Resolve issues autonomously with speed and clarity
- Maintain the brand’s unique voice and personality
- Scale up instantly during major seasonal spikes without adding headcount
While Siena could technically respond to customers, the experience felt… robotic. Responses were long-winded, overly formal, and lacked the quirky edge that defined Dolls Kill’s brand. Customers noticed. So did the CX team.
Cavalry’s AI Agents solve complex issues without workflows, match human CSAT, and free your team to focus on growth
Fast, on-brand, scalable support
From day one, the mission was clear: Deliver an AI support agent that solved problems with speed — and attitude.
Brand voice that feels human
Unlike generic AI tools, Cavalry doesn’t sound like a support template wrapped in polite language. Dolls Kill wanted their customers to feel like they were talking to someone from inside the brand — not a chatbot. So Cavalry’s team trained the agent on thousands of past tickets, product knowledge, and brand language guides to craft an experience that felt like Dolls Kill.
The result? An AI that sounded fun, quirky, a little chaotic — and completely on-brand.
Resolution speed that scales during peak season
Dolls Kill sees massive spikes in support volume during Halloween, Coachella, and major product drops — moments when speed and accuracy matter most. While human teams struggle to scale and get bogged down by complex edge cases, Cavalry steps in where it counts.
From handling late expedited shipments (including proactively offering solutions) to resolving minor defect claims using a custom‑trained image recognition model that can verify issues from customer‑submitted photos, our AI agents take on the complex tickets that would normally bottleneck the team.
No ramp‑up time, no performance dip — just instant, 24/7 support that scales with the brand.
Customers ask for the AI agent by name
It didn’t take long for Dolls Kill’s shoppers to notice something different - and better. Cavalry’s AI agent, lovingly named Maya definitely stood out. Maya’s personality resonated so well with shoppers that some customers now request her by name when opening new tickets — a testament to how natural and memorable the AI agent experience has become.
That’s not just an improvement in automation. That’s an emotional connection.
Cavalry combines advanced AI agents with CX expertise to resolve issues, boost CSAT, and unlock more sales — all in one platform.
More than just a vendor
Throughout the partnership, Cavalry worked hand-in-hand with Dolls Kill’s CX team to ensure not just implementation, but constant evolution.
From building custom experience to adapting to new product lines and seasonal patterns, the collaboration has been rooted in:
- High-touch onboarding
- Ongoing optimization based on new feedback
- A shared obsession with customer experience
And the partnership didn’t stop at support tickets. Cavalry also replaced Narvar for Returns with Cavalry Returns, consolidating everything under one seamless AI-driven layer.
Instead of sending shoppers to a separate self-serve portal, Cavalry’s AI agents now handle returns end-to-end directly in the conversation — processing the request, generating the label, and confirming the action for the shopper without any extra steps.
The impact was immediate: customers felt taken care of, not redirected.
69%
of total ticket volume automated
4.1 CSAT
4.1 CSAT for AI Agents vs 3.9 CSAT human agents
100k+
tickets handled per year
98%
accuracy
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Overall impressed with the tech. We hit road humps with Gorgias AI and Cavalry has moved past all of them. I feel like the technology on their side is way more advanced
Mikey Krieger
We’re an incredibly seasonal business, I was looking for a solution to help minimize the number of tickets humans needed to intervene to resolve. Cavalry was able to significantly reduce our seasonal staffing needs in Q4 and has been phenomenal at supporting us through our AI CX journey
Diego Nevado
Other AI companies we tried like Siena had such long-winded responses. Cavalry is the only AI agent that has been successfully able to solve issues in a quick, concise way while capturing our unique brand personality.
Marivic Victoria
Book a quick session to see how Cavalry automates complex CX, resolves tickets end-to-end, and drives measurable growth.
