Key results
The company
MPB
mpb.comMarketplace for used photography and videography equipment.
Result highlights
- 10k monthly conversations resolved by AI
- 83% CX score maintained at scale
- AI resolution rate doubled to 48%
The story
The largest global platform for trading used photography gear manages a catalog where every single item is one-of-a-kind, serving both buyers requiring reassurance and sellers demanding speed.
Support volume spikes to 40,000 conversations during logistics backlogs, creating pressure that a legacy rule-based system could not handle. The team needed to manage complex, item-specific inquiries and expand into new languages without linearly increasing headcount.
The company deployed Fin AI Agent as the first point of contact for all live chat inquiries, supported by a restructured Help Center optimized for AI retrieval. Configurable rules guide users through specific workflows like pricing estimates, while sentiment detection triggers human handoff for frustrated customers. This architecture enables support across five languages without requiring native speakers for each region.
Quotes
“Customer experience is truly at the heart of everything we do at MPB. Over the last 14 years, we’ve focused on delivering a consistently great experience for our customers. Our CEO is really passionate about this, and it’s always been about putting the customer first.”