Scentiment: 82% of Web Chats With No Human Handoff

81.8%

of web conversations handled by AI without a handoff to the CS team

8,506

order-status conversations, the most common support request

$563,810

in REP-attributed sales from 4,869 orders

Scentiment is a Miami-designed home-fragrance brand that sells scent diffusers, fragrance oils and subscriptions on Shopify. Since going live with REP AI on March 18, 2026, the AI agent has handled 81.8% of Scentiment's web conversations without a handoff to the CS team (52,207 of 63,800). Figures cover March 18 through October 31, 2026.

The Challenge: Repetitive Questions in a Complex Support Queue

Scentiment sells diffusers from the compact Mini 2 to the whole-home HVAC, plus fragrance oils and subscriptions. Its support queue is broad: order status, diffuser troubleshooting, cancellations, subscription changes, damaged units, package-protection claims, and returns and exchanges under a detailed policy. In the first half of February 2026 alone, Scentiment's helpdesk logged 13,531 unique conversations across all channels.

Esther Lafontant, Director of Customer Experience, set the goal:

"Our objective has always been to improve operational efficiency, reduce repetitive inquiries, and allow our agents to focus on more complex customer needs."
— Esther Lafontant, Director of Customer Experience, Scentiment

Why REP AI: Answers Before a Ticket Exists

Scentiment already ran its support team in Richpanel, so the team looked for an AI agent that would sit alongside the helpdesk, not replace it. The aim was to answer the highest-volume questions on the website before they became tickets, and to send everything else to a human in the helpdesk the team already used.

"Let's give it a try because it would definitely deflect… the Wismo orders or even… the pre sale questions that we get."
— Czar DeOcampo, Customer Experience Manager, Scentiment

How It Was Set Up

REP AI went live on March 18, 2026. Each task Scentiment chose to automate became a defined skill built on its own policies. Product and policy questions are answered from Scentiment's own content, and when the AI can't help, it opens a ticket for the CS team, which works in Richpanel.

Cancellations follow Scentiment's retention policy: the AI makes two retention offers, and if the shopper still wants to cancel, it opens a ticket for the team. Damaged-order reports follow the Protect+ rule: orders covered by Protect+ go to the claims portal, and orders without it go through order verification and photos before a ticket reaches the team. Subscription changes go to Scentiment's self-serve subscription portal. There is no returns or exchanges skill, so return and exchange requests go to the human team. Today the agent runs on Scentiment's contact page, where support questions start.

Scentiment The One fragrance oil bottle with oud wood, leather and sandalwood on a stone side table

What the AI Agent Handles Today

Workflows active on Scentiment's account as of October 2026. Counts are web conversations from March 18 to October 31, 2026 that reached each skill, including those later handed to the team. A conversation can reach more than one skill.

Order status: looks up the order by order number or email and gives tracking and, where available, an estimated delivery window. 8,506 conversations.
Can't find an order number: helps the shopper locate the order. 829 conversations.
Cancellations: makes two retention offers, then opens a ticket for the team if the shopper still wants to cancel. 1,145 conversations.
Address changes: checks whether the order qualifies for an address change (placed less than three hours ago and not yet shipped). 307 conversations.
Damaged orders: sends Protect+ orders to the claims portal; for other orders, verifies the order and collects photos before handing to the team. 2,294 conversations.
Subscriptions: sends the shopper to Scentiment's subscription portal to manage, pause or cancel. 6,789 conversations.
Handoffs: there is no returns or exchanges skill. The AI answers return-policy questions from Scentiment's policy, and anything it can't handle goes to the CS team as a ticket.

The Results

March 18 through October 31, 2026, web channel unless stated:

Web conversations handled without a human handoff: 81.8% (52,207 of 63,800). Conversations in which no support ticket was opened for the CS team. It does not show that the shopper's issue was resolved. A conversation is any chat where the shopper sent a message or tapped a starter button.
Stricter measure, no handoff and no request for a person: 78.8% (50,300 of 63,800). Also excludes conversations where the shopper asked for a person or entered the contact-support flow but no ticket was opened.
Conversations handed to the CS team: 11,593. A support ticket was opened with the shopper's details.
REP-attributed sales: $563,810 from 4,869 orders. Orders placed on the same day and in the same browsing session as a conversation with the AI, after the shopper had messaged it, with no ticket opened, and where REP's automated AI classifier judged that the AI helped. Not a measure of incremental revenue. Most of these sales (98%) came from March to August 2026, before the agent moved to the contact page only.

Source: REP AI platform data for scentiment.com, web channel, March 18 through October 31, 2026 (UTC dates). Instagram DMs, which ran from May 17 to October 9, are not included.

Frequently Asked Questions

What is REP AI?

REP AI is an AI agent for ecommerce stores. It answers shopper questions, handles routine support tasks under the store's own policies, and hands anything else to the store's human team.

How much of Scentiment's web support does REP AI handle without a human?

From March 18 through October 31, 2026, REP AI handled 81.8% of Scentiment's web conversations without a handoff to the CS team (52,207 of 63,800). This counts conversations that ended without a ticket for the CS team. It does not mean every shopper's issue was resolved.

What does the AI agent handle for Scentiment?

Order status and delivery estimates, help finding an order number, cancellations with two retention offers, address changes within three hours of ordering, damaged-order reports under the Protect+ rule, and links to the subscription portal. There is no returns or exchanges skill, so those requests go to the human team.

What stays with Scentiment's human team?

Return and exchange requests, and anything the AI can't handle. The AI opens a ticket for the CS team.

How are REP-attributed sales measured?

REP attribution counts an order when it is placed on the same day and in the same browsing session as a conversation with the AI, after the shopper has messaged it, with no ticket opened, and when REP's automated AI classifier judged that the AI helped. REP-attributed sales are not a measure of incremental revenue.