Case Study: Tide reduces customer service ticket handling time by 10% with Faculty's generative AI

Tide cuts ticket handling time by 10% with Faculty

Faculty worked with Tide, a business finance platform, to address challenges stemming from its rapid growth. The increased demands on Tide's customer service agents created a need to improve service and find operational efficiencies.

The solution implemented by Faculty involved building two genAI applications, AgentAssist and MemberSummarise, into the agent workflow. These tools automated time-consuming tasks like researching customer history and drafting responses. As a result, Faculty helped Tide achieve a 10% reduction in total ticket handle time for its customer service agents.

Tide