Case Study: Tobii Achieves 48% Ticket Resolution Without Human Involvement with BotXO

Tobii's Chatbot Solves 48% of all Tickets Without a Human Involvement

Tobii, the global leader in eye-tracking technology, needed a more efficient way to handle a rapidly growing volume of customer support inquiries as the company expanded across 70 countries. Its support team was overloaded, chat response times were slowing, and many tickets included log files that took too long to resolve, creating pressure to scale customer service. BotXO was brought in to help with the challenge.

BotXO implemented Betty, an automated customer support chatbot, in just two weeks. The bot was tested internally before launch and then used to handle customer conversations with quick replies and freeform text; after launch, Betty solved around 40% to 48% of tickets without human involvement and handled more tickets than all human agents combined. The result was faster response times, greater support efficiency, and improved employee happiness because agents could focus on less repetitive work.

Tobii

Darren Hua

Technical Support Engineer