How Yotpo uses Quack to scale customer support with AI

Yotpo had been searching for a long time for the right solution. They set a high standard of accuracy and emphasized the importance of a solution free from hallucinations. In addition, they wanted to implement one solution to solve many problems. Their global support team operates across three different tiers and frequently provides live support via "Live Chat" to their B2B users.

Most of their support tickets involve simple, repetitive questions, and their main challenge was to reduce human involvement to ensure scalability and maintain quality assurance.

We implemented Quack AI's Operating System. Integrating it with their Salesforce Service Cloud ticketing system and Documents360 knowledge base. Quack AI initially started as a Knowledge Base evaluation to improve the coverage and quality, and very fast became the leading tool for all their needs, including auto-response, co-pilot and more.

This approach not only improved the agent experience, alignment, and reduced handling and resolution times but also enhanced the overall customer experience by resolving issues faster. As a result, we managed to improve the coverage levels of the Knowledge by over 50% and worked to automate 70% of their tickets and eliminate agents intervention.