Case Study: FrankieOne reduces support friction and speeds onboarding with Cassidy AI

FrankieOne uses Cassidy to embed AI into everyday workflows

The customer, a fintech company, faced challenges in scaling efficiently while managing rigorous compliance demands. Key friction points included slow support ticket resolution, time-consuming customer onboarding diagnostics, and delays caused by minor errors in release cycles. They turned to Cassidy AI to implement an agentic AI solution to help their teams move faster and operate more independently.

Cassidy implemented a multi-faceted solution, beginning with an AI assistant in Slack to answer internal questions instantly. They then built a custom diagnostic tool that reduced onboarding failure analysis from 30 minutes to under a minute and automated 11% of all support tickets. This automation slashed the median ticket resolution time from four days to just over two. Cassidy also helped improve external customer service and internal processes like RFP drafting, fundamentally transforming the company's operations.

FrankieOne

Warren Oakes

Chief Operating Officer