About Tumble
Justin Soleimani and Zach Dannett started Tumble Rugs to bring a fresh, customer-centric approach to an industry that’s remained stagnant for centuries. Tumble has enjoyed consistent growth for the past several years as the organization has separated itself from the pack through an emphasis on customization and customer service. Recognizing a change in the e-commerce industry both Justin and Zach started exploring AI solutions that could vertically optimize their business.
Challenge
Tumble aimed to personalize every customer interaction but faced limitations with a live support team operating only during Eastern time hours. The company needed a secure, accurate, and always‑available AI solution that could handle inquiries and guide customers on product sizing, fit, and care.
“The only thing the customer typed in was “Spaghetti Stain,” just these two words and the GPT replied with, “We know that this is a big problem,” and “This is how you clean spaghetti stains off a Tumble rug.” It kind of blew my mind.”
Rachel Chen
Director of Strategy and Marketing at Tumble Living
Solution
- Embedded FAQ Agent: A CustomGPT.ai chatbot placed on the homepage now answers common questions and deflects tickets.
- Data‑Driven Sizing Assistance: A spreadsheet of washer brands and models lets the AI guide customers on rug size and washing‑machine fit.
- Brand Customization and Ongoing Persona Refinement: The AI persona is tuned to match Tumble’s tone, and the team continues to refine prompts for even tighter brand alignment.
- No‑Code Secure Integration: Tumble used CustomGPT.ai’s no‑code platform to connect its sitemap and deploy the bot without engineering help.
- AI Size Guide: The first AI‑powered rug size guide in the industry helps customers find the right product instantly.
- Key Platform Features Utilized: Data Integration, Anti‑Hallucination, Web Deployment, Security, Sitemap Integration, Custom Persona, Livechat Embedding ensure reliability, accuracy, and seamless user experience.
Tumble’s Results
- Significant Ticket Deflection – The AI agent has already deflected hundreds of support tickets.
- Higher Customer Engagement – Customers spend about 10 minutes per session with the AI agent, receiving accurate, helpful answers without needing a live rep.
- 24/7 Support Coverage – Tumble expanded service hours to full‑time coverage without increasing staffing costs.
- Valuable Customer Insights – Marketing reviews AI chat logs to identify customer needs and improve messaging.
Why it Worked
- Robust data integration and sitemap import gave the AI complete, up‑to‑date knowledge.
- Anti‑hallucination and security features ensured accurate, trusted answers.
- The no‑code platform lets Tumble deploy and fine‑tune quickly.
- Continuous persona refinement keeps responses on brand.
- Livechat embedding puts help where customers need it most.
Conclusion
CustomGPT.ai enabled Tumble to scale customer service, enhance personalization, and reduce team workload. It is now a core part of Tumble’s support and customer experience strategy.
To see Tumble’s AI size guide in real time go to https://www.tumbleliving.com/pages/size-guide
