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ATG

Reducing Volume, Restoring Focus: ATG’s CX Revolution with Quack AI

A conversation with
Natasha Amoyal
Head of Operations
About

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.

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Industry
E-commerce & Auction Services / Media & Information Services
Company Size
350+
Headquarters
London, United Kingdom
Founded
1971
Challenge

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.

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Solution

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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Results

Your S

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Digital illustration of a yellow duck with large eyes wearing a brown jacket and white shirt against a purple background.Cartoon duck wearing a navy hijab and a light blue vest against a purple background.Cartoon of a yellow duck with brown hair wearing a beige outfit and carrying a red bag on a pink background.Yellow rubber duck wearing a light green beanie and light-colored shirt against a light teal background.Cartoon astronaut with a dark reflective helmet wearing a red vest, a dark bow tie, and a necklace against a light blue background.Cartoon yellow duck wearing a captain's hat and a green jacket over a white shirt.Cartoon duck wearing a blue hat and a business suit with a tie against a dark blue background.Yellow rubber duck wearing an orange cap, orange apron, and white shirt against a purple background.Yellow rubber duck wearing a pink bonnet and pink outfit against a blue background.Yellow rubber duck wearing a beige wide-brimmed hat and a red patterned jacket over a white shirt, set against a yellow background.Digital avatar of a duck-faced character with blue spiky hair and wearing a blue shirt against an orange background.Yellow rubber duck wearing a black beret and a reddish-brown shirt against a purple background.Cartoon-style gray duck character wearing a light beige button-up shirt against a purple background.Person with a yellow duck head wearing a purple collared shirt on a pink background.Cartoon duck with gray hair wearing a blue buttoned shirt on a yellow background.Illustration of a yellow duck with an orange beak wearing a shirt and suspenders against a purple background.Stylized yellow duck character wearing a black cap, white shirt, black tie, and purple jacket against a peach background.Illustration of a duck with brown hair, glasses, and a checkered shirt on a blue background.Avatar of a person with a yellow rubber duck head wearing a light blue shirt, beige sweater vest, and green plaid tie.Rubber duck wearing a white astronaut helmet and floral suit against a pink background.Yellow duck character wearing blue overalls and a white shirt on a purple background.Rubber duck wearing a purple cap, purple jacket, white shirt, and pink tie against a light blue background.Cartoon duck character wearing a beige cap, blue shirt, and orange suspenders against a teal background.Duck character wearing a white and blue cap, pink shirt, and white tie on a purple background.Yellow rubber duck wearing a pink hat, a pink shirt, and blue overalls against a blue background.Cartoon yellow duck with blonde hair wearing a pink dress and cream shirt against a pink background.Character with a duck-like face, glasses, and wearing a blue sweater with a colorful collar.Person wearing a large yellow rubber duck mask with an orange beak and an orange jacket against a purple background.Illustration of a duck with blonde bob hairstyle wearing a checkered shirt and red headband against a gray background.Person wearing a large rubber duck mask with a black jacket over a patterned shirt and a white turtleneck against a purple background.
Healthcare ops user (HIPAA-adjacent SaaS)
Super professional
end-user ( B2C app )
Thanks for quick reply
Security lead (buyer persona)
Loved how you handled my compliance questions
Rideshare driver/courier (gig platform)
appreciate that
SMB finance lead renewing cyber insurance (B2B)
Clear answers, no back n forth appreciate it
Video Agency ( B2Smb for creators )
Gracias!
IoT device owner
Firmware issue fixed !
Freemium SaaS user hitting a paywall (B2C SaaS)
the agent explained everything in one message
Creator using media tools
Fast and friendly
CFO working on budget (B2B - financial platform)
It's great to have the AI assistant when its out of business hours.
PropTech tenant
Wow!
Traveler booking management (OTA/traveltech)
Amazing!!
RevOps manager integrating CRM (B2B SaaS)
Thank you!
E-commerce shopper (DTC brand)
Thanks for the quick handling of the refund!
Educator/student using EdTech app
You fixed issue!!!!
Non-profit program manager
Loved the patience
Individual buying on-demand insurance (B2C insuretech)
Best experience I’ve had
Support engineer escalating technical bug
You treated our us so seriously, appreciate
Enterprise admin for seat management (SaaS)
Great clarity, thank you !
Entrepenuar working on Provisionals ( B2B company )
{Agent name} is the best!
Community admin (forums/UGC)
I felt heard
Data analyst (BI/analytics tool)
Loved it!
Traveler using an eSIM app (B2C telecom)
Worked instantly after landing, love it!
IT admin buying bulk eSIMs (B2B telecom)
Super fast support, we were live in minutes
Legal/compliance contact (buyer)
precise!
Marketplace seller (two-sided platform)
Thanks for solving the dispute so fast!
Content creator ( B2C for Video and Art )
The communication with the agent was very polite, professional and pleasant.
HR manager (HRIS/ATS SaaS)
Best support
DevOps engineer implementing API (platform/SaaS)
Actually worked!
Retail store owner
Everything’s working again
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thousands of companies.
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DevOps engineer implementing API (platform/SaaS)
Actually worked!
HR manager (HRIS/ATS SaaS)
Best support
Rideshare driver/courier (gig platform)
appreciate that
Healthcare ops user (HIPAA-adjacent SaaS)
Super professional
Data analyst (BI/analytics tool)
Loved it!
Creator using media tools
Fast and friendly
SMB finance lead renewing cyber insurance (B2B)
Clear answers, no back n forth appreciate it
CFO working on budget (B2B - financial platform)
It's great to have the AI assistant when its out of business hours.
Traveler booking management (OTA/traveltech)
Amazing!!
IT admin buying bulk eSIMs (B2B telecom)
Super fast support, we were live in minutes
Legal/compliance contact (buyer)
precise!
Marketplace seller (two-sided platform)
Thanks for solving the dispute so fast!
RevOps manager integrating CRM (B2B SaaS)
Thank you!
Security lead (buyer persona)
Loved how you handled my compliance questions
end-user ( B2C app )
Thanks for quick reply
Non-profit program manager
Loved the patience
Traveler using an eSIM app (B2C telecom)
Worked instantly after landing, love it!
Entrepenuar working on Provisionals ( B2B company )
{Agent name} is the best!
PropTech tenant
Wow!
Enterprise admin for seat management (SaaS)
Great clarity, thank you !
Individual buying on-demand insurance (B2C insuretech)
Best experience I’ve had
Video Agency ( B2Smb for creators )
Gracias!
Support engineer escalating technical bug
You treated our us so seriously, appreciate
Educator/student using EdTech app
You fixed issue!!!!
Community admin (forums/UGC)
I felt heard
Freemium SaaS user hitting a paywall (B2C SaaS)
the agent explained everything in one message
Retail store owner
Everything’s working again
Content creator ( B2C for Video and Art )
The communication with the agent was very polite, professional and pleasant.
IoT device owner
Firmware issue fixed !
E-commerce shopper (DTC brand)
Thanks for the quick handling of the refund!
Digital illustration of a yellow duck with large eyes wearing a brown jacket and white shirt against a purple background.Cartoon duck wearing a navy hijab and a light blue vest against a purple background.Cartoon of a yellow duck with brown hair wearing a beige outfit and carrying a red bag on a pink background.Yellow rubber duck wearing a light green beanie and light-colored shirt against a light teal background.Cartoon astronaut with a dark reflective helmet wearing a red vest, a dark bow tie, and a necklace against a light blue background.Cartoon yellow duck wearing a captain's hat and a green jacket over a white shirt.Cartoon duck wearing a blue hat and a business suit with a tie against a dark blue background.Yellow rubber duck wearing an orange cap, orange apron, and white shirt against a purple background.Yellow rubber duck wearing a pink bonnet and pink outfit against a blue background.Yellow rubber duck wearing a beige wide-brimmed hat and a red patterned jacket over a white shirt, set against a yellow background.Digital avatar of a duck-faced character with blue spiky hair and wearing a blue shirt against an orange background.Yellow rubber duck wearing a black beret and a reddish-brown shirt against a purple background.Cartoon-style gray duck character wearing a light beige button-up shirt against a purple background.Person with a yellow duck head wearing a purple collared shirt on a pink background.Cartoon duck with gray hair wearing a blue buttoned shirt on a yellow background.Illustration of a yellow duck with an orange beak wearing a shirt and suspenders against a purple background.Stylized yellow duck character wearing a black cap, white shirt, black tie, and purple jacket against a peach background.Illustration of a duck with brown hair, glasses, and a checkered shirt on a blue background.Avatar of a person with a yellow rubber duck head wearing a light blue shirt, beige sweater vest, and green plaid tie.Rubber duck wearing a white astronaut helmet and floral suit against a pink background.Yellow duck character wearing blue overalls and a white shirt on a purple background.Rubber duck wearing a purple cap, purple jacket, white shirt, and pink tie against a light blue background.Cartoon duck character wearing a beige cap, blue shirt, and orange suspenders against a teal background.Duck character wearing a white and blue cap, pink shirt, and white tie on a purple background.Yellow rubber duck wearing a pink hat, a pink shirt, and blue overalls against a blue background.Cartoon yellow duck with blonde hair wearing a pink dress and cream shirt against a pink background.Character with a duck-like face, glasses, and wearing a blue sweater with a colorful collar.Person wearing a large yellow rubber duck mask with an orange beak and an orange jacket against a purple background.Illustration of a duck with blonde bob hairstyle wearing a checkered shirt and red headband against a gray background.Person wearing a large rubber duck mask with a black jacket over a patterned shirt and a white turtleneck against a purple background.
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