How Mixam scaled customer service with Engaige’s AI automation platform

At Mixam, a company known for top-notch custom printing, growth brought a wave of new customers — and a lot more customer questions. From design help to tracking orders, Mixam’s support team handled a constant flow of recurrent inquiries, which slowed response times and increased costs.

The Mixam team consists of real printing specialists and experienced customer support agents. But of course, answering the same questions day in and day out can quickly become tedious for human agents. That’s when Lucian, Mixam’s Workflow and Automation Lead, thought: why not automate repetitive support tasks?

At first, he considered building a custom solution until he realised this would be too time-consuming to maintain. Lucian started to look into software solutions, but found that many third-party solutions offered limited automation and lacked the flexibility and security they needed.

That’s when Engaige stepped in. The customer service automation platform offered an approach that was transparent, collaborative, and flexible. Qualities that aligned perfectly with Mixam’s need for controlled growth in customer service. We spoke with Lucian about his experience with Engaige’s customer service automation platform. 

Using Mixam’s API to power AI customer conversations

Engaige’s approach stood out to Lucian during his search for automation solutions because of its ability to efficiently retrieve and process customer service data through APIs.

“You ask a question, and the AI does the rest: it pings an endpoint, gets a JSON file back, and pulls out all the key details, like the number of copies, cost, status, and more, so you have all the order info you need. It just takes 2 seconds — faster than a human agent”, Lucian explained. 

But besides the endpoint AI, there was another big reason why Engaige stood out from other customer service automation solutions: the security behind the platform.

Keeping customer support data secure

For Lucian, the security of an automation platform mattered most. When sharing sensitive information, you have to be careful. Engaige’s security setup is simple but effective: the AI checks that the email and order number match before providing any data.

“If someone tries to check an order status with the wrong email, the AI can’t find it and prompts them to double-check. And even when clients try to override these safeguards or force the AI to do things differently, it holds firm. When it senses that someone is trying to push it too far, it just stops and escalates to a human,” Lucian explained. 

The AI handles repetitive customer questions, while complex issues or errors go to human agents, making the process both secure and supportive for the team. This system lightens their workload and makes their work more enjoyable.

Cutting human agents' workload by handling half of the chats

Lucian was initially skeptical about how the human support team would feel about working with AI, but it turns out they're really happy with it.

“I prepared them for some hiccups, expecting the AI to say some odd things in the beginning, but it went better than expected. They saw that it cut down their workload. Where they'd usually handle 3,000-4,000 chats a month, now it's only around 2,000, and those are much more relevant.”

What’s also helpful is that the AI adds a handover note with all the context, so when a human takes over, they don’t waste time getting up to speed. The AI collects useful info that helps them close the chat faster. This has made Mixam’s human agents twice as efficient.

Currently, users can choose to chat with the AI or a human, but Mixam may eventually let the AI handle all chats, involving human agents only when needed. Because of the human-like language, customers often don’t even realise they're talking to an AI.

Human-like conversations in every language

Lucian shares a great example of how human-like customer support works with Engaige's AI. 

“Just a few weeks ago, I shared some customer feedback where someone told our AI, ‘thank you, I love you, you're great.’ Even though we make it clear it's an AI, people often can't tell the difference. The language is very natural, not dumbed down, and almost like a real person.”

The reason for this is that you can also give the AI tone of voice guidelines. You can make it sound professional, funny, or neutral. It follows any instructions you give. Plus, it can speak any language. Mixam operates in several countries, including Canada, the US, Australia, the UK, Germany, and soon other markets. Even though most of these are English-speaking, they often get clients from other countries.

“We had a client from Australia who only spoke Turkish. The AI handled it perfectly, replying in clear Turkish without needing to escalate to a human. I tested it myself, speaking several languages, and it sounded natural in every one”, Lucian says. 

The platform not only speaks every language, but has another handy feature that helps resolve customer support questions faster: the AI can spot mistakes in orders.

Tackling complex issues with the help of AI

Lucian shares that customer support often requires a lot of troubleshooting, and Engaige’s automation software helps with this. He has a helpful example:

“A customer was asking why their new order was more expensive than the previous one, thinking nothing had changed. The AI quickly found the cause. It was a different, more expensive paper type, and flagged that it might not be the best option for their needs. It helped the customer avoid a mistake and saved a lot of time.”

But Engaige isn’t just about answering basic questions. It can tackle complex issues too, without needing a human. However, getting the AI to work properly didn’t happen overnight. It involved a clear implementation process with the help of a dedicated team of experts.

Connecting external systems for a smooth transition

The surprising thing is, Lucian explains that the implementation process isn’t even really about the AI itself. It’s about connecting different APIs and making external systems work together smoothly.

“What I found interesting during the process was how Engaige sets policies for the AI and guides it through the workflow. They really took the time to walk us through that. We have weekly meetings where we discuss what each of us is working on and figure out how to improve the AI agent or add new features together”, Lucian explains.

He also mentions that he expected it to be difficult to integrate Engaige with platforms like the customer service tool Front, but it turned out to be much easier. Engaige’s expert implementation team set it all up smoothly.

Practical experience and insights for better customer service

Lucian noticed that Engaige’s team consists of real experts, not just during the implementation process, but also when it comes to actual customer support experience.

“I was surprised by how Engaige thought through scenarios. For example, if a customer asks about an order after the delivery date has passed, normally the AI would say, 'Your package should have arrived yesterday.' But Engaige’s team suggested wording like, 'Most orders arrive on time, but occasional delays happen.'

This made me realise how important it is to guide the AI. Without this guidance, it might respond inaccurately. I really appreciated their experience and insight. It gave me confidence in the whole process”, explained Lucian.

But there’s more: Engaige’s team of experts keeps Mixam up-to-date on the latest AI developments, which is really helpful in such a fast-moving market.

AI is here to assist while you focus on the core business

As a Workflow and Automation Lead, Lucian is always on top of the latest tech trends. For him, it’s really useful to learn so much about AI with the help of the Engaige team.

“It’s important to stay updated on how language models work, since they’re always evolving. Engaige keeps up with all the developments, which is key. AI assists without replacing, and accepting this sooner will lead to better results. Many companies want to use AI but don’t know how. Engaige shines in providing this guidance. They focus on it full-time, while we focus on our core business”, Lucian explains. 

Thinking about adding automation to your customer support team? With Engaige, you get safe, transparent, and risk-free AI customer service automation. Provide even better support, while the software handles your team's repetitive tasks. Our experts would be happy to guide you through a personalised demo.