CASE STUDY · CUSTOMER AI ASSISTANT
Bluestone Lane
Your Little Mate — AI Customer Service Assistant
01 / THE CHALLENGE
Thousands of repeat queries a month.
A support team stretched thin.
Bluestone Lane's customer service team was fielding over 1,200 inbound
queries every month — loyalty program questions, location hours,
subscription management, order issues. The majority were repetitive,
resolvable without a human, and consuming time the team needed elsewhere.
Customers couldn't easily find answers on their own, and there was no
self-service way to manage a coffee subscription or check loyalty points
outside of business hours. The team needed a solution that could handle
the volume and give customers instant answers, 24/7.
1,200+
Monthly customer queries
55+
US locations to support
24/7
Customer availability needed
02 / THE SOLUTION
An AI assistant that actually knows the business.
Your Little Mate is an AI-powered chat assistant embedded directly on
Bluestone Lane's website. It answers customer questions in the brand's
voice — warm, Australian-inflected, never corporate — drawing on live
business data to give accurate, real-time responses. Verified customers
can check loyalty points and manage their coffee subscription without
ever contacting support.
01
Instant answers, 24/7
Customers get accurate answers about locations, hours, menu, and policies — any time of day. No wait, no email, no hold music.
02
Live location awareness
Knows every café — hours, addresses, features, and what makes each one unique. Always up to date as the business changes.
03
Loyalty account access
Verified customers can check their live points balance, see available rewards, and view expiry dates — all within the chat, no app download required.
04
Subscription self-service
Coffee subscribers can view, skip, pause, or cancel their subscription on their own. No support ticket, no phone call, no waiting.
05
Smart escalation
When a query needs a human — complaints, refunds, complex account changes — the assistant creates a detailed support ticket automatically, so the customer never has to repeat themselves.
06
Secure by design
Account access requires identity verification. Customer data is never exposed or stored in chat. Built with production-grade security from day one.
03 / OUR APPROACH
Purpose-built. No off-the-shelf chatbot.
We didn't plug in a third-party chatbot platform. We built a custom AI
service integrated directly into Bluestone Lane's existing business systems —
loyalty, subscriptions, locations, and support — so the assistant works with
real data, not a static FAQ.
The system connects to multiple live data sources, uses AI to understand
natural language queries, and verifies customer identity before exposing
any account information. It was designed for production from day one —
secure, reliable, and easy to maintain.
AI
Large language model
Knowledge
Semantic search
Loyalty
POS integration
Subscriptions
Subscription platform
Locations
Live location data
Support
Ticketing system
Auth
Identity verification
Hosting
Cloud infrastructure
04 / LIVE DEMO
Try it yourself.
The assistant below is the production system — connected to real Bluestone
Lane data. Ask about locations, the loyalty program, menu, or subscriptions.
LIVE · PRODUCTION ASSISTANT
Your Little Mate
Ask anything about Bluestone Lane — locations, hours, loyalty, menu,
subscriptions. Loyalty and subscription features require account verification.