Real automation with supervision and trust

How Harry’s replaced rigid workflows with AI that actually resolves customer issues with follows through — at scale.

75%

of subscription tickets automated (primary use case)

360%

ROI on Customer Experience

99%

accuracy

The customer

Meet HARRY'S - the men’s grooming brand founded to create a better, more affordable shaving experience.

Simple honest grooming that actually feels good

Harry’s launched in 2013 with a simple but powerful premise: shaving shouldn’t suck. They set out to disrupt the razor industry with a thoughtful design, honest pricing, and high products that actually felt good to use.

In the years since, Harry’s has grown into a household name — earning the spot of the #2 razor brands in the U.S.. With a growing portfolio of products—spanning skincare, body, and fragrance—Harry’s has grown far beyond shaving to become one of the most beloved men’s grooming brands on the market.

As the business scaled, so did the complexity — and expectations — of customer experience. From subscription updates to returns to order management, the brand needed to deliver world-class support, at speed, and with authenticity.

So when it came time to invest in automation, Harry’s set the bar very high.

The challenge

The challenge: Rigid workflows and AI agents missing actions

Harry’s set a clear goal for automation.

The idea was to reduce the human handling of routine requests while ensuring each customer resolution is fully executed and clearly auditable. The team wanted a solution that could be configured by use case, respect brand tone, and provide reliable follow through without requiring extensive flow building or ongoing maintenance.

As a brand built on direct, meaningful relationships with its customers, the Harry’s team knew that integrating AI into their CX workflow meant finding a solution that was flexible, fully executed resolutions, and didn’t result in any incremental frustrations. Most importantly, their priority was maintaining customer trust. Calvary was a solution that was able to meet their high bar.

“What matters most is solving our customers’ problems quickly and with care—whether that’s through a human or AI. If we do it right, the difference shouldn’t be noticeable.” -
- ZhuMei Chen, Global CX manager

The Harry’s CX team has a very high bar for what they want to accomplish with AI. Knowing that these responses would go to real customers, they needed a solution that was flexible, fully executed resolutions, and wouldn't create any incremental frustrations. And very importantly, a solution that did not hallucinate so that they did not break any customers’ trust.

After evaluating and piloting multiple products, Harry's selected Calvary as the solution that was able to meet their high bar.

Stop losing customers to slow, rigid CX

Cavalry’s AI Agents solve complex issues without workflows, match human CSAT, and free your team to focus on growth

How Cavalry helped

AI that doesn’t just respond — it solves complex problems fast and makes customers happier

Cavalry didn’t come in with a shiny chatbot. We came in with a real-world CX operations mindset — one focused on building AI agents that solve, follow through, and respect the customer’s time.

Early wins without custom training

Before any configuration, Cavalry managed to solve issues with routine account access and login questions and issues using its pre-training which pleasantly surprised the Harry’s team. That quick win built confidence in the unique value of Cavalry’s dynamic resolution platform and non-workflow based approach.

Here’s how we transformed Harry’s CX automation program

Full-cycle resolution for subscriptions

Cavalry’s AI agents were deployed to intercept and resolve these cases autonomously — even handling unique situations like deflecting subscription cancellations with follow‑ups when customers didn’t reply and helping customers with login issues as Harry’s navigated the  transition from a homegrown platform to Shopify subscriptions. This freed up Harry’s human agents to focus on complex edge cases and high‑value tickets and made the collaboration between Harry’s CX team and AI Agents a true model for how humans and AI agents can complement each other at scale.

“We focused on the highest-volume use cases — where we could both improve speed and give time back to our CX team to put the care and attention to more unique and complex customer pain points.”
-Faheem Uddin, Global Product Manager

AI that actually follows through with AI supervision

Unlike other tools, Cavalry’s AI isn’t just compliant — it’s accountable. We introduced a layer of AI supervision that ensures the agent not only executes the correct SOP, but also confirms the action was performed.

Think of it as a real-time audit layer:

  • ✅ Did the AI say it updated the address? The system checks that it actually did.
  • ✅ Did the AI say it responded to the customer? The supervisor makes sure the message was sent.
  • ✅ Did it forget to follow up? It’s automatically flagged and fixed.

This prevents AI hallucinations, incomplete tickets, and customer confusion — before they happen.

Scalable, flexible, future-proof

Instead of mapping thousands of flows manually, Cavalry’s agents use a mix of pre-training of e-commerce concepts, historical tickets memory, SOP awareness, and customer history to reason through new situations. This enables scalability — without the maintenance nightmare.

AI support that actually delivers

Cavalry combines advanced AI agents with CX expertise to resolve issues, boost CSAT, and unlock more sales — all in one platform.

The experience

Trusted partner, not just a vendor

This wasn’t off-the-shelf automation. It was performance-backed, brand-aligned, and human-validated.

Cavalry didn’t just plug into Harry’s tech stack — we partnered with their team like an extension of their own ops. From Day 1, we worked shoulder-to-shoulder with CX leadership to build the right logic, debug past blind spots, and optimize for outcomes.

Harry’s designed their AI agent to:

  • Speak with Harry’s tone of voice
  • De-escalate customer frustration
  • Handle sensitive issues (like cancellations and refunds) with care
  • Surface audit trails for every action it takes

And most importantly:

We ensured it followed through.

When the AI Agent reaches the edge of its remit, Cavalry initiates a seamless handover to a human specialist with full context. The entire transcript, intent, order details, and verified actions are transferred instantly, so the customer never repeats themselves and the human picks up in the same brand voice. The result is faster resolutions, higher satisfaction, and zero repeat questions, even at peak volume.

“Cavalry showed value immediately and did it in our tone with clear follow through, alongside a seamless handover to our real human team”
- ZhuMei Chen, Global CX Manager
Summary

Harry’s didn’t need another chatbot.

They needed a scalable AI partner that could reason, act, and follow through — like a real member of their team.

With Cavalry, they got:

  • AI agents that own entire tickets from start to finish
  • Actionable follow-through, with no hallucinations or guesswork
  • A scalable solution that doesn’t require mapping every single flow
  • An audit-friendly, ops-ready AI system that just works
  • AI agents that the CX team enjoys collaborating with

And the team at Harry’s? They’re more free to focus on delivering real moments of customer delight..

75%

of subscription-related tickets resolved autonomously (primary use case)

360%

ROI on Customer Experience

99%

Accurancy

Turn every customer conversation into revenue

Book a quick session to see how Cavalry automates complex CX, resolves tickets end-to-end, and drives measurable growth.