Case Study: Zego improves customer satisfaction and self-service with Gradient Labs

How Zego redefined their customer experience

Zego, a UK-based insurance company, faced significant challenges in scaling its customer support operations. Their limitations in self-service capabilities, combined with constraints on scalability and deteriorating response times, were threatening their growth. To address this, Zego partnered with vendor Gradient Labs to implement an AI agent to redefine their customer experience.

Gradient Labs implemented an AI agent named Alex to handle customer inquiries 24/7 across live chat and email. The solution integrated with Zego's complex platform to provide intelligent, self-service support. The results were substantial, including a 25% reduction in call volume and a customer satisfaction (CSAT) rate increase to 77%. The AI's resolution rate also improved from 41% to 60% and continues to rise, demonstrating the measurable impact of Gradient Labs' solution.

Zego

Ian Kershaw

Vice President of Customer Service, Claims and Fraud