Routine queries held a stellar team back; their AI build never shipped. Sierra's agent now answers with live account data, not KB articles.
The UK's leading small business credit card provider, with a 350-person support team operating around the clock and already delivering 15-second phone answer times and CSAT scores competitors couldn't match.
A clear pyramid of incoming queries, with a high volume of routine questions consuming skilled agents' capacity, created a scaling problem as the...
“We were not motivated by wanting to cut costs. The motivation was making sure we are building in a scalable way, so we can maintain our excellent customer experience as our business expands its offerings and enters new markets.”
Business credit card and spend management platform for small businesses.
AI agent platform for autonomous enterprise customer service.
Capital on Tap's Customer support is part of this use case:
Related implementations across industries and use cases
Basic tools couldn't handle tax season spikes. Now, AI connects to internal APIs to resolve complex loan and investment queries instantly.
Scripted bots demanded hours of upkeep. Gen AI now automates order lookups, elevating agents to content strategists.
Email support dragged for hours during live games. An AI agent now absorbs the spikes, resolving 80% of queries in minutes.
Basic tools couldn't handle tax season spikes. Now, AI connects to internal APIs to resolve complex loan and investment queries instantly.
Scripted bots demanded hours of upkeep. Gen AI now automates order lookups, elevating agents to content strategists.
Engineers capped at basic chat, complex work out of reach. Now 700 tackle cross-jurisdiction compliance reviews in hours, not weeks.
37 steps and 16 handoffs to send one email. Agents rebuilt the workflow from scratch — 3 weeks became 2 days.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.
Routine queries held a stellar team back; their AI build never shipped. Sierra's agent now answers with live account data, not KB articles.
The UK's leading small business credit card provider, with a 350-person support team operating around the clock and already delivering 15-second phone answer times and CSAT scores competitors couldn't match.
A clear pyramid of incoming queries, with a high volume of routine questions consuming skilled agents' capacity, created a scaling problem as the...
“We were not motivated by wanting to cut costs. The motivation was making sure we are building in a scalable way, so we can maintain our excellent customer experience as our business expands its offerings and enters new markets.”
Business credit card and spend management platform for small businesses.
AI agent platform for autonomous enterprise customer service.
Capital on Tap's Customer support is part of this use case:
Related implementations across industries and use cases
Basic tools couldn't handle tax season spikes. Now, AI connects to internal APIs to resolve complex loan and investment queries instantly.
Scripted bots demanded hours of upkeep. Gen AI now automates order lookups, elevating agents to content strategists.
Email support dragged for hours during live games. An AI agent now absorbs the spikes, resolving 80% of queries in minutes.
Basic tools couldn't handle tax season spikes. Now, AI connects to internal APIs to resolve complex loan and investment queries instantly.
Scripted bots demanded hours of upkeep. Gen AI now automates order lookups, elevating agents to content strategists.
Engineers capped at basic chat, complex work out of reach. Now 700 tackle cross-jurisdiction compliance reviews in hours, not weeks.
37 steps and 16 handoffs to send one email. Agents rebuilt the workflow from scratch — 3 weeks became 2 days.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.