60% of every customer message,
sent by AI.
Aeons is the premium supplements brand founded by GP and Medical Nutritionist Dr. Sarah Brewer, trusted by 100,000+ customers. They activated Richpanel AI on March 19, 2026 and turned on full autonomy from day one.
What they were solving for.
A premium supplements brand at 100,000+ customer scale has a specific support shape. High inbound volume, time-zone spread, questions that run from delivery tracking to ingredient and dosage guidance. The team needed AI that could answer fast, answer around the clock, and not embarrass a brand built on medical credibility.
Two things ruled out the standard alternatives. AI that drafts replies but won't send them, so the customer still waits. AI that sends replies but can't be trusted on health-adjacent topics, so the brand pays the reputational cost. Richpanel's autonomous-mode-with-SOPs posture committed to both at the same time, with a 50% resolution guarantee written into the contract if it didn't deliver.
18 days to set up. Day 19 to full autonomy.
Aeons onboarded onto Richpanel on March 1, 2026. The next 18 days went into the work autonomous AI actually needs. Encoding the SOPs that govern refunds, replacements, and brand voice. Wiring the order and subscription data. Sampling historical tickets to confirm the AI's draft replies matched what the human team would have written.
On March 19, they turned autoMode on globally. No co-pilot phase. No "watch it run for a week first." Email autonomy from day one, on the only active channel, for every customer.
The first week was the test. 4.43 CSAT held, response times dropped to 28 seconds, and the human team shifted to higher-judgment work. The decision to not rate-limit the rollout has held up over 42 days and 4,881 AI-sent messages.
Side by side.
Per-layer volume and quality on the messages each side sent over the same 42 days. Team-level CSAT (weighting both layers) is 4.32 / 5 — what customers actually experience.
Both layers above 4.20 — the SOPs translated cleanly to AI behavior. Each side’s metrics reflect only that side’s messages, not a head-to-head on identical conversations.
100% autonomous from day one.
autoMode is on globally. AI sends and closes email without waiting for human review. Over 42 days that’s 4,833 emails sent and closed autonomously on the only active channel. The 28-second first response and 60% volume share come directly from that decision.
The 40% the team still owns.
Of the 8,074 messages Aeons handled in 42 days, the AI sent 4,881. The other 3,193 went to the human team by design. The 60/40 split isn't a target the team set. It's what the AI will autonomously resolve given the current SOPs and the channel mix.
The boundary between the two layers is deliberate. Categories where the right answer depends on customer-specific medical context, subscription edge cases that need negotiation, and wholesale inquiries with a named account owner all stay on the human side. As the team trusts more categories to autoMode, the share moves.
Every number above is live.
Each metric on this page is pulled in real time from Aeons’ AI Impact Report dashboard. No selective reporting, no curated quarter.
The AI Impact Report dashboard. Every number on this page is pulled from here, in real time.
What 4.43 / 5 actually sounds like.
A lost-package case, resolved autonomously in 42 seconds. No human review. The kind of conversation the AI handles 4,881 times over 42 days.
