Case Study: Trustpilot boosts multilingual customer support with Certainly

Trustpilot is using a Customer Service Chatbot to handle 30% of chats without human assistance

Trustpilot, the reviews platform serving customers and businesses in more than 140 countries, needed a way to handle high volumes of support requests around the clock while keeping service localized across markets. Working with Certainly and its Conversational AI Customer Service chatbot, Trustpilot set out to integrate a virtual agent with Zendesk Support Center and improve self-service for low-effort questions.

Certainly helped Trustpilot build Trusty, an in-house multilingual chatbot that uses NLU, webhooks, and Crowdin to deflect tickets and route customers to the right support content in 8 languages. The result was a smoother support experience with the bot handling customers in 7 steps or less, and a 27.5% increase in agent chat capacity over six months, allowing agents to focus on more complex issues.

Trustpilot

Tonni Buur

Vice President of Global CX Services