Case Study: Tophatter improves customer support speed and efficiency with Agent.ai

E-commerce giant turns to artificial intelligence to improve customer service satisfaction and average handle times

Tophatter, the e-commerce shopping app known for its fast-paced 90-second auctions, needed a way to scale customer support as it grew. The company wanted to reduce reliance on live agents for common questions while still fitting smoothly into its existing email-based support model. Agent.ai’s AI-powered customer service platform was chosen to provide more responsive, multi-channel support.

Agent.ai implemented mobile app chat support as a first responder for routine inquiries, using training from live tickets, FAQs, and historical support interactions. The solution automatically escalated complex issues to human agents and the right queues. As a result, Tophatter determined AI could handle up to 80% of customer inquiries and cut average first response time from 1 hour 28 minutes to fractions of a second for frequently asked questions.

Tophatter

Aimee Valle

Head of Buyer Support