−40% tickets handled by operators
A services company handled 100,000 tickets/year with a constantly growing customer care team. 60% of requests were L1 — recurring questions, status updates, standard procedures. Operators spent most of their time on low-skill work.
YoDa, the AI Persona from AI Fabric, was integrated into support channels. It handles L1 requests automatically, routes complex cases to the right operators and tracks every interaction. Operators now only handle cases that genuinely require human judgement.
