The Success
Within a few weeks, Superbet went live with AI-powered automation that provided suggested answers for their human agents to answer their most frequently asked questions. The more agents used these suggestions, the more the AI learned, and, in turn, provided even more accurate answers. Six weeks after the suggestions went live, the virtual agent, named iRina by Superbet’s team, began to answer incoming questions from customers automatically.
Native CRM integrations to automate agent workflows
Superbet understood the importance of integrating AI into their CRM, to augment and enhance their existing customer service workflow. Agents are able to continue their work from within Zendesk, while receiving assistance from Ultimate. Moreover, by natively connecting the two systems, Superbet can retain all their powerful custom Zendesk configurations and customers receive a unified customer experience within Zendesk.
A tailored approach by Ultimate
Being a data-driven company, Superbet wanted to easily access the AI’s performance analytics from their own CRM. Ultimate deepened their integration to Zendesk for this purpose, making it even easier to provide first responses and personalize the customer journey.
By implementing customer service automation, Superbet was able to decrease wait times in chat by 74%. Conversations are now near 10% faster and 37% of all incoming chats are handled entirely by their virtual agent, iRina - with no human intervention. Superbet’s customer support team are now free to focus on complex conversations without interruptions and work more efficiently by having repetitive questions answered by iRina.