Partnering with a leader in the local services marketplace to improve their support operations

85%
accuracy on routed tickets

We knew we were talking to really smart people that were thinking about things the right way and would be great partners and would collaborate which aligns exactly with our culture

Support Ops, Leader in the services marketplace

Challenges

Born out of a need experienced by the founders over a decade ago, this double-sided marketplace is now the largest in their space, with a valuation north of $1B. Customer Support has to tackle needs on both sides of the marketplace along with compliance challenges across the regions they serve.
Salesforce is used to store all customer information and support materials with integration from a handful of other tools.

They used to track the usual KPIs, like Time to Resolution, but have one metric that they track now: Likelihood To Continue (LTC). Specifically, continue to use the marketplace, both as a customer and as a business. Distributed Customer Support team members need to know which tickets to invest their time on and which can be automated.

We frequently redo things that are working just fine, just because we know that soon they’re not going to, so it’s just the mentality throughout.

Solution

As the team continues to rapidly scale, this company sought improved opportunities to leverage their Human resources through the use of AI and machine learning. More than just technology, they were also looking for a partner to build to their requirements.

The decision was made to roll out a test with the existing solution’s routing tool. A test was run with the two solutions in tandem to determine a winner.

We are in a happy middle between taking a full-on product approach and a full-on human approach.

Results

Well, you can probably guess where the head-to-head test netted out. Specifically: “we found that Agatha was quite a bit more accurate, across the board, and we were pleasantly surprised that we’d get the return data back from Agatha faster, within seconds rather than minutes”. The switch was made without a peep from the Customer Support Agents - no workflow issues were reported.

We knew we were talking to really smart people that were thinking about things the right way and would be great partners and would collaborate which aligns exactly with our culture.

What’s Next

At our partner, Agatha continues to learn and auto-route cases as needed. As a machine learning AI solution, Agatha Predictions will continue to take in information and optimize workflows. New models will be set up to further leverage Agatha’s capabilities, all to enhance the Human resources on the team.

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