Customer service

5 sourced AI use cases from firms of 10 to 200 people.

Customer serviceCase study

Progressive Credit Union

Credit union (seven branches)

A prototype chatbot answers questions about branch hours, account requirements and policies from the credit union's own documents. It hands over to a live agent with the full conversation when it can't help.

Result PCU staff tested the prototype and found that approximately 90% of general inquiries could be answered by the chatbot, and only 10% of these questions actually required downstream engagement with a live agent.

Not statedIreland
Customer serviceVendor story

Conrad Estate Agents

Independent estate agent (sales and lettings)

Inbound calls and Rightmove and Zoopla enquiries go to an AI voice agent that answers, qualifies the caller and books viewings, including after hours. It also handles email enquiries and booking confirmations.

Result 273 calls answered in the first 6.5 weeks, none to voicemail. 93% resolution rate across calls & messages. 62 qualified leads in the first 6.5 weeks. £2,500 per month additional cost avoidance.

Founder-run (solo operator managing about 150 properties)UK
Customer serviceOfficial

GCIT

Managed IT service provider

An AI coworker called Belle triages every ticket, filters out noise and duplicates, writes up investigations and closes routine tickets. Anything risky needs human approval, and people handle outages.

Result Across the three weeks she has been on the desk (she went live on 10 May), Belle closed 631 tickets in May. Average first response time dropped from 5.5 hours in December to 1.1 hours in May, an 80% reduction. Median resolution time dropped from 54.4 hours to 5.2 hours, a 90% reduction.

Not statedAustralia