Casper's AI-Powered Customer Experience Story

What if buying a mattress could be as comfortable as sleeping on one? That's the question Casper answered by turning mattress shopping from a dreaded chore into a personalized experience that keeps customers coming back.

The Customer Service Conundrum

Casper had already transformed mattress buying once. But even as a billion-dollar brand, they faced a new challenge: their initial chatbot, Luna, couldn't meet the varied needs of customers and often escalated inquiries to call center teams. They needed to revolutionize the customer experience again, this time focusing on building lifelong relationships.

Enter Luna 2.0: AI with a Personal Touch

That's where Sierra came in. Together, they launched Luna 2.0, an AI agent designed to make mattress shopping feel personal and pressure-free. But they weren't just building another chatbot – they were creating a sleep consultant that could guide customers through their entire journey, from mattresses to pillows and beyond.

Marc Butakis, VP of Operations, admits he was skeptical at first:

Behind Luna 2.0's success is a dedicated team including Alie Leahy, CX Project Manager, and Antonia Young, Sr. Fraud & System Analyst. They review conversations daily, ensuring the AI stays current and effective. This human oversight ensures Luna 2.0 isn't just smart – it's genuinely helpful.

"In the past, 97% of our interactions began with small talk," explains Butakis. "AI doesn't hesitate – it's direct and efficient while maintaining a conversational tone. Good service means solving problems quickly so customers can get back to their lives."

The Results That Keep Everyone Awake (In a Good Way)

The numbers tell a compelling story:

• 74% resolution rate during peak sales events

• 70% of product questions handled without human intervention

• 20% boost in customer engagement

But the impact goes beyond metrics. "It's fascinating to see how open people are to having meaningful, consultative conversations with AI," notes Danny Cassotta, Sr. Manager Customer Experience. Many customers feel more at ease discussing their sleep preferences with the AI than with a salesperson.

The Bigger Picture

Casper's AI transformation reveals several key insights:

• AI can make big purchases feel more personal, not less

• 24/7 support doesn't have to mean sacrificing quality

• The right balance of human oversight and AI automation is crucial

• Customer comfort sometimes increases when talking to AI

Looking Ahead

By turning a traditionally stressful one-time purchase into a series of helpful interactions, Casper is building relationships that last far beyond the first unboxing.

"We're using AI to meet customers where they are," Cassotta reflects. "Our goal isn't just to sell them a mattress—it's to be their partner for every phase of their sleep journey."

As Casper continues to evolve the sleep industry, they're proving that the best kind of innovation isn't just about making things easier – it's about making every interaction matter. And that's something worth staying awake for.