pulsetto.com
Hypergrowth doesn’t just add tickets. It adds messy edge cases across orders, subscriptions, billing, and emotions. This is how Pulsetto scaled customer service with the same team.
How Pulsetto scaled customer service during hypergrowth with Ace Waves without hiring
Industry: Health & Wellness, D2C
Customer base: US & Europe
Helpdesk interface: Zendesk
TL;DR
- Challenge: hypergrowth driving rising customer service volume and complexity
- Solution: human-like AI agents resolving customer issues with real actions 24/7
- Delivery model: built on Ace Waves’ multi-agent platform and implemented by an embedded forward-deployed team
- Vendor selection: Pulsetto selected Ace Waves over Notch and Zowie
- Timeline: first AI agents live in 2 weeks ahead of Black Friday
- Scale: absorbed 2x BFCM volume without hiring
- Automation: 60% (expanding toward 85%)
About the client
Pulsetto is one of the fastest-growing D2C healthtech brands, serving 250k+ users globally and generating €30M+ in annual revenue with 200% YoY growth. It develops a vagus nerve stimulation (VNS) wearable and app for stress relief and improved sleep. Featured on Netflix by Bryan Johnson, Pulsetto is also endorsed by professional athletes like Cristiano Ronaldo, Domantas Sabonis and others.
Pulsetto customers don’t just ask about their orders. Requests often include urgency, emotion, and health-adjacent context. Customers reach out about the app, subscriptions, billing, and product guidance - often in a single message.
Pulsetto’s challenge
As Pulsetto entered a phase of hypergrowth, customer service became a critical operational frontier, where even short delays can quickly turn into cancellations, churn, and lost trust. With Black Friday approaching, the team needed to handle a sharp surge in volume without compromising quality.
Pulsetto was looking for a solution that could:
- absorb peak season load without adding headcount
- improve response times and reduce human errors
- follow procedures precisely, with guardrails and human escalation
- execute retention actions that are time-consuming for human agents
- handle sensitive topics with empathy and Pulsetto’s brand voice
- adopt advanced AI automation to stay ahead as they scale
Previous attempts with AI customer service technology
In addition, Pulsetto approached AI support automation with healthy skepticism after a previous solution failed to deliver meaningful results.
A year earlier, they implemented a well-known AI customer support automation platform. After 3 months, AI automation remained around 10%. The solution was expensive, and progress was limited, so Pulsetto terminated the contract.
Before working with Ace Waves, Pulsetto also evaluated Notch and Zowie. Notch’s implementation timeline did not match the urgency. With peak season approaching, Pulsetto needed a solution live within weeks, not months. Zowie’s chatbot, while easy to deploy, was too limited in customization and workflow depth. It could not support the level of end-to-end execution, business logic, and retention handling Pulsetto required for their increasingly complex operations.
“We’ve seen how difficult it is to get real results in production with other vendors. Ace Waves proved itself at scale and became a reliable part of our operations.
Lukas Misiūnas,
COO at Pulsetto
AI agents live in production in just 2 weeks
That’s when Pulsetto turned to Ace Waves. The first AI agents covering the highest-impact workflows went live in 2 weeks - just in time for Black Friday. Over the following month more AI agents were rolled out in production, extending automation further.
Ace Waves AI agents work in the same way human Pulsetto agents do - inside the same systems and with the same tools. They execute real actions end-to-end across helpdesk, order management, subscription management, and internal task management platforms.
AI agents can switch context across orders, subscriptions, billing, and product guidance questions within the same conversation, while maintaining Pulsetto’s tone and handling emotional customer situations appropriately. AI agents work 24/7 in 90 languages and escalate to humans when needed.
Inside Ace Waves’ Forward-Deployed Model
Ace Waves operates in a forward-deployed engineering (FDE) model, taking full ownership of implementation and outcomes, working directly with Pulsetto’s team with minimal lift on their side. Pulsetto didn’t need to build an internal AI project team or heavily involve engineers.
Instead of layering automation on top of growing operational complexity, Ace Waves rebuilt the foundations inside Pulsetto’s customer service operation. The work unfolded in three focused phases:
Phase 1: foundations & procedure design
- translated Pulsetto’s existing support processes into Agent Procedures, including playbooks and workflows, knowledge base, brand voice guidelines, and business rules
- identified “gray zones” and gaps in human workflows and helped refine and align processes
- contributed to reviewing reporting dashboards to ensure consistency
Phase 2: guardrails & additional business logic
- created custom guardrails and human escalation paths
- built retention logic for AI agents, based on business requirements
Phase 3: integration & production rollout
- integrated AI agents into Pulsetto’s existing tools and systems
- automated triage for all requests, tagging, and routing, so Pulsetto’s team received better-structured tickets
- shipped quickly, iterated in production, and continuously expanded coverage with hands-on QA and tight feedback loops
Ace Waves and Pulsetto operate as one team, staying proactive and focused on what matters most for Pulsetto’s customer experience and business success.
Business impact
- Automation rate: 60% (on track to soon reach 85%)
- First response time: reduced 5 times vs. previous AI solution
- Customer wait time: reduced 4 times vs. previous AI solution
- AI response speed: 5 min., with a deliberate delay configured per Pulsetto’s request
- Timeline: first AI agents live in 2 weeks ahead of Black Friday
- Operational overhead: handled 2x BFCM volume without hiring
- Error reduction: consistent, procedure-based execution
- Team productivity: less inbox noise with automated triage and routing
“We had only a few weeks to prepare for Black Friday. With demand growing so fast, hiring and training enough people in time was simply unrealistic. With Ace Waves, we handled the surge without adding headcount and kept our customers happy.
Diana Badziuk,
Customer Support Lead at Pulsetto
A new operating standard for customer service
Ace Waves didn’t just reduce workload - it raised the benchmark. Once resolutions started being delivered faster and more consistently, the bar for quality and acceptable response time changed internally. The CX team also gained the capacity to focus on complex, high-touch cases and now feels fully confident managing business growth and high-volume periods.
Looking ahead, Pulsetto and Ace Waves are expanding automation toward the 85% target by building new Agent Procedures and continuously improving existing ones.
With Ace Waves operating in a forward-deployed model, Pulsetto has dedicated engineers and product managers who work hands-on, move fast on new priorities, and proactively strengthen customer operations as the company keeps growing globally.