How Nugget redefined customer experience for Dot & Key
About Dot & Key
Dot & Key is one of India's most awarded skincare brands, known for its playful yet science-backed formulations across sunscreens, serums, moisturisers, and lip care. A category leader on Nykaa, the brand has quickly become a favourite among Gen Z and millennials, launching 100+ SKUs and serving over 60 lakh customers nationwide.
But with scale came complexity, Dot & Key now manages 1 lakh+ queries every month across WhatsApp, Email, and Instagram. During sales peaks, a single agent could face up to 200 queries. Maintaining a seamless customer experience at this scale required a smarter, more holistic support system.
The Challenges
As Dot & Key scaled, the pressure on its customer support grew just as quickly. Every month, the brand was fielding 1 lakh+ queries spread across WhatsApp (~50%), Email (~40%), and Instagram (<10%).
Rigid Automations
The system relied on static keyword-matching that couldn’t handle nuanced, multi-intent conversations.
Slow, Limited Reporting
Data was often inaccurate or delayed, making it hard for managers to track performance or spot issues in real time.
Channel Silos
Automation worked only in parts of the journey, leaving Email and Instagram untouched.
High TAT
Customers waited longer than expected for responses, especially when images or order disputes were involved.
Repetitive Workload
Support agents had to reply manually even to the most basic queries.
The Product Suite Offered
Nugget deployed an AI-first support suite tailored to Dot & Key’s scale and multi-channel growth. The platform automated repetitive load, ensured instant resolutions, and gave support agents the tools to focus only on complex queries.
Omnichannel AI Agents
Pioneered with Email AI Agent, extended to WhatsApp and Instagram - together, these covered over 90%+ of the total ticket volume.
Unified Customer View
A single dashboard integrating Email, WhatsApp, and Instagram, providing support agents complete visibility and consistent context across channels.
Flexible Integration Framework
Plug-and-play APIs enabled quick deployment without engineering dependencies, ensuring automation scaled seamlessly with the brand’s growth.
Core Innovations Driving the Solution
Email AI Agent:
Unlike inbox managers that only draft or sort, the AI Agent resolves multi-intent, attachment-heavy queries end-to-end, turning email from the slowest channel into one of the fastest. Today, support agents step in only when a query truly demands human judgement, freeing their bandwidth for higher-value work.
"What tipped the scale for us was Nugget’s Email AI Agent, it transformed it from a fully manual channel into one where only complex escalations now reach our team.”
AI Image Analyser:
The AI analyser detects product type (serum, sunscreen, etc.), identifies issues like spills or expiry, and auto-triggers resolutions. For Dot & Key, this meant cutting down hours of manual inspections and significantly reducing escalations. What once required back-and-forth with customers and time-intensive checks is now resolved instantly.
“Earlier, we had no solution for complex image issues. Now, the AI analyses and resolves them instantly, and delivers CSAT on par with human agents.”
Whatsapp & Instagram Automation:
Alongside customer queries, Dot & Key’s Instagram inbox was often cluttered with influencer and collaboration requests, while WhatsApp was flooded with order tracking and quick-resolution queries. Nugget now neatly separates commercial outreach from genuine customer issues on Instagram, and auto-resolves routine WhatsApp conversations end-to-end.
“Our brand perception has lifted now that customers on WhatsApp and Instagram see their queries closed instantly.”
The Nugget Difference
"We’ve always appreciated that the Nugget team doesn’t wait for us to raise issues. They’re already aware of the challenges and proactively working on solutions. That level of collaboration is rare, and it’s what makes this partnership strong.”
Dot & Key Team
Seamless, 4-Week Implementation
A smooth, collaborative implementation journey, fully live in just 4 weeks, with the team resolving challenges proactively.
Holistic Automation
AI agents deployed across Email, WhatsApp, and Instagram, unified on a single platform for true omnichannel consistency.
Smarter Capabilities
Advanced tools like the AI Image Analyser cut resolution times, while Agent Assist & Co-Pilot empowered teams to focus on complex queries.
Future-Ready Roadmap
With strong adoption already in place, Dot & Key is exploring next-gen automation like Voice AI Agents to extend customer support further.
Impact at a Glance
With Nugget, Dot & Key transformed customer support from a manual, support-agent-heavy process into a highly automated, AI-powered model. The rollout was seamlessly accomplished in just 4 weeks, doubling automation coverage from 40% to over 80% across WhatsApp, Email, and Instagram. This enabled more than one lakh tickets to be resolved monthly by AI agents.
Support agent workload dropped from managing as high as 200+ tickets a day to fewer than 20 escalations, and average handling time fell from 10 minutes to just ~3 mins. Crucially, the AI Agent’s CSAT for standard queries remained at par with human agents and even showed a slight uplift, proving that automation can scale without compromising customer experience.
Inside Nugget x Dot & Key
“To every company exploring automation, I’d strongly recommend investing in the right technology. When you put customers first, it not only builds trust in your brand but also drives long-term growth by improving CLTV.
For us, Nugget was never just about cutting ticket volumes, it was about elevating the customer experience and proving that automation, done right, makes support faster, smarter, and more human at scale.”
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