One copilot, built once and shipped to two brands
Herman Miller Retail and Design Within Reach needed the same thing — Customer Care reps with instant, on-brand answers. AISE built a single copilot and deployed it as DJ and Oscar, differing only by brand skin.
The opportunity
Two of MillerKnoll’s retail brands — Herman Miller Retail and Design Within Reach — had the same problem in two voices: Customer Care reps needed fast, accurate, on-brand answers to the questions customers ask, from SOPs and policy to product specs, without hunting through documents mid-conversation.
What AISE built
Rather than build two agents, AISE built one Customer Care copilot and shipped it twice. DJ serves Herman Miller Retail; Oscar serves Design Within Reach. Both are grounded in their brand’s own SOPs, policy, and specifications, and both draft customer emails in the brand’s voice. What differs between them is deliberately minimal — the same architecture with a different brand skin.
The benefit to the business
Reps get grounded answers in the flow of the conversation instead of searching for them, and the replies go out consistent and on-brand. Just as important is the leverage: because the two agents share one architecture, the second brand cost a fraction of the first, and any improvement to the shared design lifts both. It’s the reusable-components philosophy applied to a whole agent — build once, deploy per brand.