Case Study: Product Madness recovers hidden revenue and resolves thousands of purchase issues with AnswerIQ

Product Madness support finds hidden revenue with AnsweriQ

Product Madness, a leader in online gaming, faced a revenue risk from tens of thousands of monthly support emails handled by a small team. Purchase-related issues were buried in the volume and standard keyword triggers failed to reliably identify them, so Product Madness needed a smarter way to catch time-sensitive purchase tickets before revenue slipped away — and engaged AnswerIQ’s machine-learning support intent solution.

AnswerIQ trained models to learn the language patterns of purchase issues, analyze each incoming ticket in real time, predict intent, and integrate with Product Madness’s support software to route high-priority purchase tickets immediately, adapting as language and conditions changed. As a result, Product Madness now identifies and resolves thousands of purchase issues every month that would otherwise have been missed, improving customer satisfaction and recapturing revenue through faster support response.

Product Madness