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From 16.5-hour response times to AI-powered support in seconds

Xuan Lan Yoga wanted to provide faster support to its growing subscriber community while keeping conversations personal and on brand. With Siloy as its implementation partner, the company deployed a HubSpot Customer Agent connected to its CRM. The agent now answers common questions using subscriber information and the company’s knowledge resources, with automatic handovers when human assistance is needed. Average first response time fell from approximately 16.5 hours to 64 seconds, and the agent resolved 69.6% of conversations without follow-up from the support team.

Xuan Lan Yoga Studio (1)
64Sec

Average first response time, down from about 16.5 hours.

69.9%

Conversations resolved fully autonomously.

1255

Conversations handled by the Customer Agent.

About the company

Xuan Lan Yoga is a digital platform founded by Xuan Lan that offers yoga, meditation and wellbeing content. Through XLYStudio, it gives subscribers access to thousands of classes, guided programmes, meditations and exclusive content to support their daily practice.
The platform serves people of all experience levels, bringing together content that helps members develop and maintain their practice. Alongside this offering, customer support provides assistance to the subscriber community.

The challenge

Faster support without losing the personal touch.

Xuan Lan Yoga wanted to provide faster customer support to its growing subscriber community. Automating frequently asked questions was a way to allow them to respond faster while maintaining the brand’s voice and the level of service subscribers expected.

Personalisation was also part of the challenge. The agent needed access to each customer’s subscription status, account history and other relevant information so that its responses could reflect the subscriber’s circumstances.

The objective was to combine automated support with human assistance. Common questions could be answered by the agent, while requests requiring human attention needed to be passed to the support team. This would allow Xuan Lan Yoga to scale support while retaining control over how conversations were handled.

Our approach

Combining automation with personalised service.

The approach focused on three priorities: answering frequently asked questions automatically, personalising conversations using subscriber information and keeping human assistance available when needed. Together, these priorities supported Xuan Lan Yoga’s objective of providing faster service while maintaining its brand voice and customer service standards.

The company’s Help Centre and internal knowledge base provided the information used to train the agent, while HubSpot CRM supplied the customer context for personalised responses. Automatic handovers ensured that requests requiring human assistance could reach the support team.

The solution

A CRM-connected Customer Agent with automatic handovers.

Xuan Lan Yoga implemented a HubSpot Customer Agent fully connected to its CRM. The agent can access subscriber information and use it when responding, allowing conversations to take account of each customer’s subscription status, account history and other relevant details.

The agent was trained using the company’s Help Centre and internal knowledge base. These resources provide the information needed to answer frequently asked questions, while the setup was designed to maintain the brand’s voice and customer service standards.

For common questions, the agent can provide answers automatically and handle the conversation without follow-up from the support team. When a request requires human assistance, an automatic handover passes it to a support specialist.

The result

Faster responses and more time for cases requiring human expertise.
The HubSpot Customer Agent reduced Xuan Lan Yoga’s average first response time from approximately 16.5 hours to just 64 seconds. This gave subscribers a faster response when seeking assistance, supporting the company’s objective of improving the customer support experience.

The agent resolved 69.6% of conversations from start to finish without follow-up from the support team. Nearly seven out of every ten conversations were therefore handled autonomously, combining automated answers with access to subscriber information through HubSpot CRM.

Between November 2025 and May 2026, the Customer Agent handled 1,255 conversations. This allowed the support team to spend more time on cases requiring greater attention and human expertise, while automatic handovers kept human assistance available whenever a request needed it.

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David Tomas

Regional Director Southern Europe

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