Case Study: Freshly cuts average handle time by 90% with AnswerIQ

How Freshly reduced handle times for key processes by 90% using Artificial Intelligence (AI) and Robotic Process Automation (RPA)

Freshly, a national meal-delivery wellness company with an 80+ person customer service team, was struggling with surges of time-sensitive order cancellation and refund requests that required agents to traverse multiple systems and took 5–7 minutes each, creating backlogs and risking CSAT. To solve this, Freshly partnered with AnswerIQ and deployed Robo Assist to automate the order cancellation process and integrate directly with Zendesk across chat, email, and voice.

AnswerIQ implemented a single‑click AI+RPA solution (Robo Assist) that runs the cancellation and refund workflow with minimal engineering effort, cutting average handle time from 5–7 minutes to about 30 seconds. The automation delivered a 90% reduction in handle time, an 11x increase in agent productivity, near‑100% elimination of manual errors, lower cost per ticket, and improved customer satisfaction.

Freshly

Colin Crowley

Vice President of Customer Experience