Case Study: Laybuy boosts customer satisfaction with Ambit

Digital Employee Hugo Enhances Customer Satisfaction at Laybuy

Laybuy, a fast-growing Buy Now, Pay Later provider, faced a critical challenge with its customer support. Their expanding customer base led to a 50% annual increase in enquiries, a growing backlog of over 11,000 tickets, and a decline in customer satisfaction due to slow response times. To scale support without proportionally increasing costs, they partnered with vendor Ambit for an automated solution.

Ambit implemented a conversational AI chatbot named Hugo. The solution deflected a significant volume of simple queries from human agents, quickly handling 7% of all enquiries and eventually resolving over 70% of customer requests. This resulted in a 30% increase in customer satisfaction, a 75-hour reduction in response time, and a 60.71% decrease in monthly tickets to human agents, allowing Laybuy to manage peak events and grow sustainably.

Laybuy

Gary Rohloff

Co-founder and Managing Director