Clear a support backlog with an agent that verifies users and routes cases

Trustpilot had 20 support reps facing a backlog of 15,000 cases, many logged without knowing who had written in. It launched an agent called Sam on its help center and business portal. Users first confirm who they are with a code or a login, then Sam answers common questions in eight languages and points them to help articles. Paid customers can reach a person, and complex requests such as API work or purchases become cases that Sam summarizes and routes to support or sales. The team went live eight weeks after buying the platform. It reports the backlog down 90% in three months and 99% in six, 28% of cases deflected and handle time on escalations down 45%.