“The combination of Boldr’s expertise and Stylo’s technology has set us up for scalable growth.”
Afresh is a technology company dedicated to helping grocery stores reduce waste and optimize operations. Since 2022, they have partnered with Boldr to scale and enhance their customer support. As they grew, so did their demand for speed, consistency, and scalability. Afresh turned to Boldr’s AI integration expertise to help strengthen and optimize the systems already in place.
Through a focused Proof of Concept (POC), Boldr helped strengthen the systems, workflows, and AI guidance supporting Afresh’s CX operations. Boldr also established a process for continuously improving AI performance through feedback and regular workflow reviews.
Within 60 days, Afresh achieved standardized workflows, reduced variability, and faster resolution times.
As a growing force in grocery retail technology, Afresh faced a common challenge for fast-growing tech companies: how to scale support operations efficiently without compromising the quality of the customer experience.
Manual workflows and inconsistent processes created variability across interactions, making it harder to maintain the same level of speed and clarity.
At the same time, the team wanted to introduce AI into support operations carefully and intentionally. The goal wasn’t simply automation for automation’s sake. Afresh needed a solution that could improve resolution times without compromising CX quality, while also creating a reliable framework for refining AI performance over time through structured workflows and human oversight.
Boldr partnered with Afresh and Stylo AI to design a targeted Proof of Concept (POC) focused on improving the underlying systems powering the support experience.
Rather than treating AI as a standalone tool, the project focused on building the operational foundation needed for reliable, long-term adoption.
The work centered around four key areas.
The teams first identified the workflows creating the highest operational impact across the support organization.
One of the earliest opportunities focused on the ALB Missing Items response workflow built with Stylo AI. While relatively simple, the workflow quickly became a meaningful operational win, consistently deflecting approximately 17-20% of inbound support volume since launching in October, with most inquiries resolved without human involvement.
From there, repetitive inquiry types were further structured to support more efficient handling. At the same time, escalation paths for more nuanced or sensitive cases were refined to create smoother transitions between AI-assisted and human-led support.
Afresh’s knowledge base and macros were ingested into Stylo AI, allowing the system to provide guided responses from day one.
From there, Boldr benchmarked AI confidence, response accuracy, and escalation behavior using real-world Afresh support scenarios. This allowed both teams to identify inconsistencies early and continuously refine recommendations over time.
One of the highest priorities throughout implementation was to preserve Afresh’s distinctive voice and tone. Boldr worked closely with the Afresh support team to define language preferences, tone standards, escalation expectations, and operational priorities that aligned with the company’s CX identity.
To support long-term quality control, the teams also established a human-in-the-loop review process that allowed support teams to flag irregularities, review AI outputs, and continuously improve workflow performance through structured feedback loops.
Together, these initiatives laid the groundwork for an AI-enabled support system that would improve performance metrics while strengthening Afresh’s CX identity.
As part of the optimization effort, Boldr also developed a Stylo AI OCR workflow capable of interpreting screenshots and inventory images directly from Afresh’s internal systems.
The workflow automatically generated structured ticket summaries and inventory tables, reducing manual effort for support teams while improving ticket clarity and handling efficiency.
Within the first phase of implementation, Afresh began to see measurable improvements in efficiency, consistency, and customer experience.
Outcomes included:
Afresh established a more scalable support operation through structured workflows and stronger AI guidance systems, while maintaining the quality standards customers expected.
Afresh now has a stronger foundation for expanding its AI-driven support strategy with confidence.
With ongoing optimization processes already in place, the team is positioned to continue refining workflows, improving automation quality, and scaling support operations without losing consistency or customer experience quality.
The next phase of the partnership is already focused on expanding automation opportunities even further. Building on the OCR-enabled response workflows introduced through Stylo AI, Afresh expects to increase ticket deflection to approximately 30-35% by the end of the year, with continued opportunities to scale toward 50% in 2027.
This project also reinforced an important operational lesson: successful AI support systems depend just as much on the workflows, governance structures, and feedback processes behind them as the technology itself.
By combining Boldr’s CX expertise with Stylo’s AI capabilities, Afresh created a support model designed to evolve alongside the company’s operational goals and long-term growth.
“Partnering with Boldr gave us the confidence to introduce AI into our support operations without losing the quality or consistency our customers expect. The combination of Boldr’s expertise and Stylo’s technology has set us up for scalable growth.”
— Afresh Support Leadership
AI alone doesn’t create scalable customer support. The real impact comes from how well the workflows, knowledge systems, and operational processes behind it are designed.
Boldr helps fast-growing companies discover the potential of a Human+AI CX model while maintaining the human touch your customers expect. If you're looking for a partner who treats CX as something to continuously improve, not just maintain, let’s talk.