Why StateSet?
If you've read Parts 1 and 2, you understand the opportunity. The question now is: why StateSet?
Built for Commerce
We're not a generic AI platform trying to handle customer service. We're purpose-built for commerce operations— returns, exchanges, order modifications, subscription management, warranty claims. Every workflow optimized for DTC brands.
Production-Grade Orchestration
Built on Temporal, the same orchestration engine Netflix uses to handle 1 billion+ workflow executions daily. This isn't a prototype. It's enterprise infrastructure handling thousands of autonomous resolutions weekly.
Computer Use = Faster Deployment
We leverage Claude's Computer Use capabilities, which means we don't need custom API integrations for every tool in your stack. If your team can do it in a browser, our agents can do it autonomously. Deployment in weeks, not months.
Real-Time Voice AI
Phone support is the most expensive channel. We automate it. Our voice AI handles natural conversations with 300-800ms latency, feels completely human, and integrates seamlessly with your existing phone system.
The StateSet Difference
We're not selling chatbots. We're not selling helpdesk software. We're building the autonomous operations engine for the era of intelligent commerce.
Every decision we make is optimized for one outcome: enabling brands to run commerce operations at 10x the efficiency with better customer outcomes than human-only teams.
Three Ways to Start
Calculate Your ROI
See exactly what autonomous operations would save you based on your current CX costs and ticket volume.
Book a Technical Review
We'll audit your workflows and show you exactly what's automatable, based on your actual ticket data.
See It In Action
Watch autonomous agents handle real customer interactions across email, chat, voice, and browser workflows.
What You Get with StateSet
Multi-Channel Automation
Email, chat, social media, phone calls, and browser-based workflows—all handled by the same AI agents with shared context and memory.
Browser Automation (Computer Use)
Agents that can navigate your existing tools—Shopify, Gorgias, Recharge, NetSuite—just like a human, without custom API integrations.
Real-Time Voice AI
Natural-sounding phone support with 300-800ms latency. Handles tracking, returns, modifications, and cancellations autonomously.
Temporal Orchestration
Enterprise-grade workflow engine that handles failures gracefully, maintains full audit trails, and scales from 10 to 10,000 concurrent conversations.
Brand Voice Training
Agents trained on your specific policies, tone, and edge cases. They sound like your brand, not a generic chatbot.
Continuous Learning
Every interaction improves the model. Your agents get smarter over time, handling more edge cases and complex scenarios.
Built for Production, Deployed at Scale
1B+
Workflow executions handled by Temporal (our orchestration engine)
20-25%
Average automation rate within 60 days (brands expect 10-15%)
6-8 weeks
Average deployment time (brands expect 3-4 months)
We're in production with leading brands processing:
- ✓Thousands of autonomous customer resolutions weekly
- ✓Multi-step workflows across Shopify, helpdesks, and subscription platforms
- ✓Voice AI handling complex phone support scenarios
- ✓Browser automation completing tasks that previously required human agents
What Implementation Actually Looks Like
We've deployed this dozens of times. Here's the playbook:
Week 1-2: Discovery & Training
- • Pull your last 1,000 support tickets
- • Identify Tier 1 automation opportunities
- • Train agents on your brand voice, policies, and edge cases
- • Map workflows in your existing tools (Shopify, helpdesk, etc.)
Week 3-4: Pilot Deployment
- • Deploy agents on email/chat only (voice comes later)
- • Start with Tier 1 tickets (tracking, simple returns, cancellations)
- • Run in parallel with your existing team
- • Monitor performance, CSAT, resolution rates
Week 5-6: Optimization & Expansion
- • Review pilot results, refine workflows
- • Expand to more ticket types (Tier 2 complexity)
- • Add voice AI for phone support (if applicable)
- • Scale to handle majority of incoming volume
Week 7-8: Full Production
- • Agents handling 60-70% of incoming volume autonomously
- • Human agents focused on Tier 3 (VIP, complex, escalations)
- • Continuous learning loop active
- • Monthly optimization reviews
💡 Most brands see positive ROI within 4-6 weeks of deployment. The agents pay for themselves before you're even fully ramped.
Common Concerns (And How We Address Them)
"What if the AI makes a mistake?"
We build confidence thresholds into every workflow. If an agent encounters uncertainty, it escalates to a human. Plus, Temporal's orchestration provides full audit trails—you can see every decision, every action. We also run parallel deployments for 30-60 days so you can compare AI vs. human performance before going full production.
"What about our brand voice?"
This is critical, and we spend significant time during onboarding training agents on your specific tone, policies, and edge cases. You provide example conversations, brand guidelines, and policy docs. The agents learn your voice, not a generic chatbot tone.
"How long does implementation really take?"
6-8 weeks on average. Week 1-2: Discovery and training. Week 3-4: Pilot deployment. Week 5-6: Optimization. Week 7-8: Full production. This is 50-75% faster than traditional implementations because we use Computer Use instead of custom API integrations.
"What if we're already locked into contracts with our current BPO provider?"
Many brands run StateSet in parallel initially—AI handles Tier 1, existing team handles Tier 2/3. As contracts expire, you transition more volume to autonomous operations. We can also work with your existing provider during the transition period.
"Do we need to replace our entire CX team?"
No. The optimal model is AI handling 60-70% (deterministic, repetitive work) and humans handling 30-40% (complex, VIP, strategic). Your team gets more effective, not smaller. They focus on high-value work instead of "Where's my order?" for the 500th time.
"How do we measure success?"
We track: automation rate (% of tickets handled without human intervention), CSAT scores, average resolution time, cost per ticket, and escalation rate. Most brands see 20-25% automation within 60 days with CSAT staying flat or improving slightly.
For the Skeptics (And You Should Be Skeptical)
If you've read all three parts and you're still not convinced, I respect that. This is a significant operational shift, and healthy skepticism is warranted.
Here's what I'd suggest:
Book a technical review with zero obligation, and we'll show you:
- 1.Exactly which of your workflows are automatable today (based on your actual ticket data, not hypotheticals)
- 2.What your ROI would look like based on your actual ticket volume and current CX costs
- 3.How other brands in your category are deploying this (real examples, real results)
The brands that win aren't the ones who move first. They're the ones who move while it still matters.
We're not asking you to bet your business on unproven technology. We're asking for 30 minutes to show you what's possible with your specific workflows and data.
If after that conversation you decide this isn't the right time, that's completely fine. But at least you'll know what you're saying no to.
Let's Talk
The window for competitive advantage is closing. Q1-Q2 2026 is when smart brands are deploying. After that, it's table stakes.
Questions? Email dom@stateset.com
About the Author
Dominic Steil is the Founder & CEO of StateSet, building the iCommerce Engine powering autonomous operations for the fastest growing commerce brands.
Previously led product and engineering teams at high-growth startups. Obsessed with using AI to eliminate operational complexity and return creativity to commerce.
Digital BPO Series
Part 1
80% of BPO Work Doesn't Require Human Intelligence
Why autonomous operations are happening now and what it means for commerce.
Part 2
The Technical Reality
Four breakthroughs that made this possible and a framework for founders.
Part 3 • You Are Here
Ready to See If You Qualify?
Three ways to start and what implementation actually looks like.