ABOUT THE CLIENT

This fast-scaling consumer rewards platform works with major brands across retail, dining, and gaming to offer users points on everyday purchases and digital interactions. With over 10 million users and dozens of promotional campaigns launched each week, the support team was under constant pressure to manage rising ticket volumes—without compromising response quality.

The company’s aggressive growth plans required a customer support system that could scale effortlessly, respond instantly, and learn fast.

CHALLENGE

As the user base and campaign complexity grew, so did the volume of repetitive support requests. The support team (100+ agents) struggled to keep up with:

• Thousands of “Where’s my reward?” and “How do I redeem?” tickets every week
• Over 20% reopen rate due to incomplete ticket context or unclear queries
• Slow response times during major feature or partner launches, hurting CSAT
• Limited insight into user behavior trends, which made proactive resolution hard

The team had tried traditional bots but found them inflexible, hard to manage, and often confusing for users. A better solution was needed—one that understood intent, routed tickets smartly, and improved over time.

OBJECTIVES

• 42% faster lead-to-tour conversion time
• 65% of incoming inquiries resolved or routed by AI—within seconds
• 80% reduction in manual contract processing time
• 18% boost in deal closures per agent
• 3.5x ROI through increased closings and operational savings
• System now handles 5,000+ interactions monthly—without needing extra staff

SOLUTION:

Xtnsion.AI’s Agentic Automation Stack

Within 30 days, Xtnsion.AI implemented a fully integrated, LLM-powered automation stack to manage and deflect high-volume support tickets across chat, email, and voice channels.

Key Features:

• Smart Triage Agent:
  Analyzes incoming tickets to identify topic, urgency, and sentiment. Routes intelligently and pre-fills agent dashboards with context.
• AI Deflection via Chat & Voice:
  Automatically handles the most common support queries (reward eligibility, redemption errors, promotional offers, app navigation).
• No-Code Configuration:
  Admins use simple language prompts to update workflows and responses—no engineering support required.
• Escalation Based on Behavior & Sentiment:
  Detects when users are frustrated or confused, and routes to live agents with conversation history intact.

RESULTS (First 10 Months)

• 28% boost in total resolution capacity without hiring additional support staff
• 50% reduction in first response time, improving time-sensitive satisfaction metrics
• 116,000+ ticket actions fully automated across chat, email, and in-app
• 41% decrease in ticket reopen rate, due to improved context and clarity
• 3.7x ROI through lower support costs, faster onboarding, and increased user retention
• CSAT for AI-handled tickets matched or exceeded those handled by live agents

KEY TAKEAWAY

AI didn’t just deflect low-value tickets—it reshaped the support model. By offloading 80% of repetitive tasks, the human team focused on high-impact interactions, while users got instant answers and consistent resolution, 24/7.

Quote (Representative Feedback)

“We didn’t set out to replace support agents—we wanted to empower them. Now, the AI handles the noise so our team can focus on meaningful conversations.”
— VP, Customer Experience

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