From patchy automation to full resolution
How Cavalry helped Laundry Sauce 11X their AI support performance vs Yuma.
80%
of tickets handled by Cavalry’s AI agents
77%
resolution rate across all intercepted tickets
11X
increase in resolved tickets vs. Yuma
100%
transparency via detailed audit trails
Meet Laundry Sauce:
The world’s best-smelling detergent
There’s laundry… and then there’s Laundry Sauce.
Founded by a team of bold entrepreneurs and former pro athletes, Laundry Sauce reimagined one of life’s most overlooked rituals into a sensory luxury. Their signature product — high-performance, premium-scented laundry detergent pods — went viral for making people actually love doing laundry.
With a fast-growing fanbase, magnetic branding, and a direct-to-consumer model, Laundry Sauce quickly became a household name — literally. What began as a “better detergent” became a cult lifestyle brand with an intensely loyal customer base, a thriving subscription business, and frequent restocks.
But their CX setup wasn’t scaling with them.
As volumes increased, their customer experience team needed an automation partner that could keep up with subscription changes, cancellations, order tracking, and escalations — without letting customers fall through the cracks.
Missed follow-ups, inflated metrics,
and frustrated customers...
Before Cavalry, Laundry Sauce partnered with Yuma, another AI CX provider, with the hope of lightening the workload on their human agents and keeping subscribers happy.
Inflated performance reporting
Yuma’s dashboard claimed it was “assisting” with 68% of tickets. But when Laundry Sauce’s team alongside Cavalry manually audited the data and cross-referenced it with Gorgias logs, they found actual resolution hovered closer to 7% of total tickets — a 10X overstatement.
Even when reviewing high-priority categories like subscription cancellations, success rates remained dismally low (11% out of total subscription cancellations tickets actually resolved).
Incomplete workflows and broken handoffs
With Yuma, conversations often started — but didn’t finish. After the AI offered a resolution or deflection (like suggesting a customer skip instead of cancel), it failed to follow up or complete the flow if the customer didn’t reply. No reminders. No automated next steps. No resolution.
This left human agents to step in and manually close tickets the AI had only half-handled — increasing team workload and frustrating customers who expected a finished interaction. It wasn’t just ineffective — it was eroding trust.
Cavalry’s AI Agents solve complex issues without workflows, match human CSAT, and free your team to focus on growth
From broken threads
to end-to-end resolution
Cavalry didn’t just replace Laundry Sauce’s old AI vendor (Yuma) — we fundamentally redefined what “automated support” could mean for their brand, operations, and customers.
Full-cycle conversations that drive action
Before Cavalry, conversations often began but rarely ended with the AI agent (having to escalate to human agents to complete the resolution). AI agents failed to follow through, leaving customers in limbo and agents scrambling to salvage threads.
Cavalry changed that completely. Our AI agent, Phoenix, was trained to own the entire support cycle — from initiating a conversation to determining what to do, to executing the action and confirming completion.
Whether it’s:
- Cancelling a subscription
- Rescheduling a shipment
- Addressing a missed delivery
Phoenix doesn’t just respond, it resolves.
And if the customer doesn’t reply? It follows up automatically and takes the next best action. No ghosting. No escalations. No confusion.
Real, verifiable automation
Cavalry didn’t just claim results — they backed it up with audit trails, clear reporting, and live visibility into every decision. No inflated metrics. No mystery. The Impact was Immediate:
Precision control through use case targeting
One of the biggest unlocks for Laundry Sauce was Cavalry’s scenario-based enablement — a more intentional and scalable approach to automation.
Instead of a rigid all-or-nothing setup, Phoenix (AI Agent) operates on a use case targeting. That means Laundry Sauce has granular control over exactly which types of issues the AI handles, how it handles them, and when to escalate.
This means:
- Subscription save logic can be tuned independently from cancellation issues
- Lost package responses can follow a different tone or escalation path than order status tickets
- Shipping delay handling can include proactive refund or gift options — without affecting unrelated returns or refunds
Each scenario is configured independently — with tailored messaging, SOPs, tone, and logic.
It’s granular when needed, global when not. Which means Laundry Sauce can maintain control without complexity.
As their CX lead put it:
“What I like about Phoenix is that you’ve already identified the most common concerns — and if we want to tweak something, it’s easy to do it just for that concern. We’re not touching the entire system every time we make a change.” - Austin Blair
This means faster iterations, lower risk, and a more intuitive way to scale.
Cavalry combines advanced AI agents with CX expertise to resolve issues, boost CSAT, and unlock more sales — all in one platform.
Transparent, hands-on,
performance-obsessed
From onboarding to optimization, Cavalry partnered with Laundry Sauce like an extension of their team.
They brought:
- Rigorous QA of past agent performance
- Live syncs to adapt to business changes
- Custom paths for subscription save logic and deflection
- A CX-obsessed mindset that prioritized customer outcomes
Laundry Sauce needed more than automation. They needed trust, performance, and reliability at scale.
We Provided:
- Full-cycle conversations that actually follow through
- Transparent reporting that reflects real impact
- 11x improvement in resolution rate over their previous provider
- A CX partner who worked hands-on to match their goals
Now, Laundry Sauce is delivering luxury not just in their product — but in their support experience, too.
80%
of tickets handled by Cavalry’s AI agents
77%
resolution rate across all intercepted tickets
11X
increase in resolved tickets vs. Yuma
100%
transparency via detailed audit trails
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.
