Discover how ProLon reduced customer service costs by 70% using AI-powered conversational support to automate FAQs, order inquiries, and delivery updates, while maintaining a high-quality customer experience.
ProLon Italy is the Italian home of one of the most scientifically credible brands in health and nutrition. Backed by 25 years of research and more than 32 clinical trials across 18 universities, ProLon occupies a rare position: a premium health brand with genuine scientific rigour behind every product claim.
Operating through a direct-to-consumer model, ProLon sells primarily through its own website, targeting health-conscious Italian consumers seeking evidence-based approaches to longevity, weight management, and metabolic health.
That consultative customer journey is central to the ProLon brand experience. And it is precisely what made scaling customer support such a complex challenge.
As ProLon’s customer base in Italy expanded, so did the volume of inbound support requests. The questions were predictable in type but high in volume: order confirmations, delivery timelines, product usage guidance, FAQs about the fasting protocol, suitability queries.
Each one individually straightforward but collectively, a significant operational load.
For most e-commerce brands, the answer would be to hire more support agents or route inquiries to a generic chatbot. Neither option was acceptable for ProLon. Their audience expects accuracy and trust at every interaction. The support function was inseparable from the brand promise.
At the same time, sustaining a fully manual support team at the scale required was not scalable. Response times were becoming harder to maintain without either increasing costs significantly or accepting a drop in quality — and neither of those outcomes was on the table.
ProLon needed more than automation. They needed a solution that could handle the high volume of routine enquiries quickly and accurately, while recognising the cases that genuinely required a human agent and escalating without friction.
TextYess AI Agents are built for exactly this: conversational AI for e-commerce, with native integrations to order data and fulfilment systems, and a configurable escalation logic that keeps human agents in the loop for complex or sensitive cases. For a brand where customer trust is foundational, that last capability was non-negotiable.
ProLon implemented TextYess AI Agents across their conversational customer support channels, deploying automation where it could deliver speed and consistency — and preserving human involvement where it genuinely mattered.
The AI Agents took on the full range of standard pre- and post-purchase enquiries: order confirmations, delivery tracking and status updates, product usage guidance, and answers to frequently asked questions. For the vast majority of customers, this meant receiving an accurate, helpful response immediately at any hour, without waiting in a queue.
The system was configured to escalate complex, sensitive, or edge-case interactions directly to the human support team without the customer needing to request it. The automation layer handled volume; the human team handled nuance.
The impact was material and immediate. Within the first period of deployment, ProLon achieved a 70% reduction in customer service costs: a figure that reflects both the volume of enquiries successfully deflected by AI and the efficiency gains for the human support team.
Metric | Result |
|---|---|
Reduction in customer service costs | 70% |
Customer response time | Significantly faster across all enquiry types |
Support team capacity | Freed to focus on complex, high-value interactions |
Inbound enquiry handling | Majority deflected without human intervention |
Faster response times meant customers received answers in minutes rather than hours, including outside business hours.
The human support team, released from the repetitive load of routine enquiries, shifted their focus to the cases where expertise and empathy make a measurable difference. The result was a support function that became, in effect, more human — precisely because AI was handling what didn’t require a human.
With TextYess in place, ProLon has fundamentally changed how its support function scales. The model that once required proportional headcount growth to keep pace with demand has been replaced by one where AI absorbs volume increases without a corresponding rise in cost — while preserving the quality of experience their audience expects from a science-backed brand.
As ProLon continues to grow its Italian customer base and expand its product portfolio, TextYess AI Agents will scale with them handling more volume, supporting more products, and continuing to free the human team for the work that matters most.
Curious to understand how TextYess could help your brand too? Book a demo today to find out.
