Buried under 25k monthly queries, agents faced burnout. An AI now runs eligibility checks and resolves 64% of cases, clearing the backlog.
A UK financial technology leader serving millions of households managed over 25,000 monthly support conversations within a strictly regulated environment.
The support team faced a persistent backlog that never reached zero, with repetitive queries preventing agents from focusing on complex compliance...
“We were stuck answering the same questions over and over. We were never hitting zero on the MoneySuperMarket team. There was always a queue waiting.”
Price comparison and cashback platform for insurance, money, and energy services.
Intercom is a SaaS company that specializes in customer communication and engagement.
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