Reducing Volume, Restoring Focus: ATG’s CX Revolution with Quack AI
Auction Technology Group plc (ATG) is a digital marketplace operator focused on curated online auctions across industries including art, antiques, industrial, commercial, and consumer surplus. The company also maintains its historical roots through its legacy publication, Antiques Trade Gazette.
The CX team was drowning in volume. A large portion of email traffic consisted of repetitive, low-value questions that should never have reached an agent. As a result, first-response times lagged, CSAT declined, and offshore responses often felt impersonal and robotic. Agents were stuck in constant firefighting mode, overloaded, stressed, and unable to give proper attention to complex issues or high-impact complaints.
Quack’s AI Agent was implemented to handle repetitive email inquiries end to end. By deflecting and resolving these low-value cases automatically, the system dramatically reduced manual workload. This allowed agents to shift their focus toward nuanced, sensitive customer situations that truly require human judgment. The results were immediate: response times accelerated, CSAT improved (particularly in regions with historically weaker performance), and overall agent stress and burnout dropped significantly.
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