Case Study: Malt cuts support ticket closing time by 50% with Dust

Malt cuts support ticket closing time by 50% with Dust

Malt, a leading European freelance marketplace, faced a challenge with its customer support team being overwhelmed by a growing volume of internal and external queries. Information was scattered across multiple platforms, making it difficult to find accurate answers quickly. This slowed down response times and strained resources, especially during peak periods. To address this, Malt sought a scalable solution and partnered with Dust to implement its AI-powered agents.

Dust provided a solution by enabling Malt to build specialized AI agents that streamlined workflows. These agents, including a dispatcher and experts for legal, profile, and payment queries, generated draft responses in seconds by drawing on consolidated knowledge. This cut the average ticket closing time by 50%, from six minutes to just a few seconds per ticket. The implementation by Dust also ensured consistent, high-quality support across multiple languages and drastically reduced new agent onboarding time, allowing Malt to handle increased workloads without compromising service.

Malt

Olivier Nguyen Van Tan

Chief Marketing Officer