Case Study: Grid achieves 90% ticket automation with Duckie

Grid automates 90% of member support with Duckie

Grid, a fintech app providing cash advances and financial tools, faced a rapidly growing volume of complex customer support tickets related to payments and account issues. The challenge was to scale their support operations without continually hiring new agents. They chose to implement Duckie, a self-training AI platform for customer support automation, to address this.

By using Duckie, Grid automated 90% of its support inquiries, handling over 70,000 tickets per month without adding new staff. The solution led to an 87% reduction in cost per resolution and cut response times to under five minutes for most tickets. Duckie enabled Grid to reassign most of its support team to other functions, fundamentally changing the manager's role from overseeing people to managing and improving the AI system.

Grid