Login and 2FA queries buried agents. Replacing video content with text allowed AI to resolve 88% of tickets.
An HR technology platform processing approximately 7,000 support conversations monthly while managing strict data privacy and compliance requirements.
A constant wave of repetitive queries about logging in and two-factor authentication flooded the inbox, bypassing existing custom bots despite...
“We set up custom bots to provide self-service answers linking to our knowledge base. However, the majority of queries still came through to our support team.”
Cloud-based HR and people management software for small and medium businesses.
Intercom is a SaaS company that specializes in customer communication and engagement.
Related implementations across industries and use cases
Rigid bots failed on vague queries like "W-2 issue." GenAI now pulls live user context to resolve tickets or route them precisely.
Seasonal spikes forced Checkr to double staff. Now, an AI agent resolves 69% of cases—and passes the same compliance exams as humans.
Rising backlogs forced hiring plans. AI now resolves 30% of tickets instantly, routing complex issues to staff.
Engineers manually correlated alerts across systems. AI agents now diagnose issues and suggest fixes, cutting recovery time by 35%.
Minor edits required days of crew coordination. Now, staff use avatars to modify dialogue and translate languages instantly.
Rigid bots forced 40,000 advertisers to wait. AI agents now diagnose technical issues instantly, resolving setups in under 2 minutes.
Seasonal surges overwhelmed 600 specialists. Now, AI agents autonomously resolve order tracking and FAQs using real-time data.