Seasonal spikes buried staff in routine queries. AI agents now resolve access issues, freeing humans for complex cases.
A leading research and education publisher faces massive seasonal spikes in service volume as thousands of students access resources simultaneously at the start of each semester.
Surges in inquiries regarding registration and payments overwhelmed support staff, creating bottlenecks during critical enrollment periods. An...
“It can fully execute processes, start to finish. That is going to create a lot of value where you're able to keep service agents focused on more complex issues.”
Global publisher of scientific research, journals, and educational materials.
AI-powered CRM platform for sales, service, marketing, and commerce teams.
Wiley's Customer support automation is part of this use case:
Related implementations across industries and use cases
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Agents juggling 8+ tools struggled to keep pace. Now, AI handles 35% of chats, letting the team resolve complex issues 58% faster.
Routine changes buried staff as requests hit 500k. Agents now handle rescheduling and internal support, leaving complex cases to humans.
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Agents juggling 8+ tools struggled to keep pace. Now, AI handles 35% of chats, letting the team resolve complex issues 58% faster.
Manual ad production took months. Now, teams use AI to predict performance and generate creative in just 5 days.
Manual reviews of massive contracts bottlenecked cash flow. Now, lawyers use embedded AI agents to dissect agreements and accelerate deals.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Seasonal spikes buried staff in routine queries. AI agents now resolve access issues, freeing humans for complex cases.
A leading research and education publisher faces massive seasonal spikes in service volume as thousands of students access resources simultaneously at the start of each semester.
Surges in inquiries regarding registration and payments overwhelmed support staff, creating bottlenecks during critical enrollment periods. An...
“It can fully execute processes, start to finish. That is going to create a lot of value where you're able to keep service agents focused on more complex issues.”
Global publisher of scientific research, journals, and educational materials.
AI-powered CRM platform for sales, service, marketing, and commerce teams.
Wiley's Customer support automation is part of this use case:
Related implementations across industries and use cases
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Agents juggling 8+ tools struggled to keep pace. Now, AI handles 35% of chats, letting the team resolve complex issues 58% faster.
Routine changes buried staff as requests hit 500k. Agents now handle rescheduling and internal support, leaving complex cases to humans.
25 agents were overwhelmed by 19k+ monthly compliance queries. Now, AI fields routine questions, freeing human experts for the toughest cases.
Agents juggling 8+ tools struggled to keep pace. Now, AI handles 35% of chats, letting the team resolve complex issues 58% faster.
Manual ad production took months. Now, teams use AI to predict performance and generate creative in just 5 days.
Manual reviews of massive contracts bottlenecked cash flow. Now, lawyers use embedded AI agents to dissect agreements and accelerate deals.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.