Consolidate support tools and let AI agents take chats and emails

Docebo, a learning platform company, moved support onto Zendesk and swapped ten separate tools for its AI agents, agent assist and AI quality review. The company says that alone saved $125,000 in software and cut cost per ticket by 52%. Automated resolution of incoming chats reached 35% within three months. AI agents now settle 43% of chats and 30% of emails, and more than 30% of all tickets are automated. Tickets handled by AI grew from 1,726 in the first quarter to over 14,800 in the third. Docebo puts the yearly efficiency gain near $149,000 and is aiming for half of all resolutions by AI for its business customers.