Blending Empathy and Automation: Artlist’s Journey to a Modern Customer Experience
Artlist is a company that focuses on customer experience and provides a music licensing platform and creative tech tools for creators, including AI tools on their own platform. Haley heads up the customer success for their support function, which services all users subscribed to Artlist and Motion Array. Haley's role specifically manages high-volume B2C interactions. The customer-facing support teams are directly connected to the product teams, reflecting a strong customer-centric approach.
As Artlist grew, its customer support operations needed to evolve from an “old school” model into a modern, connected experience.
The company had multiple brands operating across different CRM systems, making it difficult to unify data and achieve economies of scale. Three years earlier, Artlist implemented Zendesk and a rules-based messenger bot that initially reduced tickets from over 20,000 per month—but it came at a cost.
The bot required customers to make multiple attempts to find answers, often leaving them frustrated before reaching a human agent. What started as an effort to increase efficiency ended up hurting customer satisfaction and agent morale.
Artlist partnered with Quack AI to redefine how empathy and automation coexist.
Using Quack Explore, Artlist began capturing real-time Voice of the Customer insights—turning its support data into actionable intelligence for Product and R&D teams. This shift empowered CX to evolve from a cost center to a strategic growth driver.
To address QA limitations, Artlist implemented Quack AutoQA, allowing 100% of both human and AI interactions to be reviewed automatically. Customizable scorecards, evaluation criteria, and validation sets enable continuous accuracy improvement—powered by Quack’s multi-LLM and proprietary framework. The rollout began with a controlled A/B test on Motion Array, one of Artlist’s brands. Within weeks, Quack was handling 100% of inquiries with measurable performance gains.
Artlist credits the success to a close partnership, dedicated internal resources, and an intentional, iterative rollout. With Quack as a co-pilot, their agents are now more focused, customers more satisfied, and leadership has full visibility into performance and efficiency.
Looking ahead, Artlist’s vision for support is clear: to meet customers wherever they are, use AI to proactively improve the product, and—one day—make traditional support redundant.
Artlist Story
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