Case Study: Plum optimises customer support with Gradient Labs AI

Optimising Customer Support at Plum

Plum, a financial technology app with over 2 million users, faced challenges scaling its customer support to handle its complex, multi-product platform across diverse tiers and geographies. To address this, they partnered with vendor Gradient Labs to implement an AI agent on their Intercom chat system, aiming to improve efficiency while maintaining strict regulatory compliance.

The solution from Gradient Labs was set up in just 30 minutes without engineering effort. The AI agent immediately delivered impressive results, including an 80% customer satisfaction (CSAT) score and a 52% day-one resolution rate, matching human performance and more than doubling the previous AI's CSAT. Gradient Labs enabled Plum to maintain high-quality support and efficiently handle increasing volume.

Plum

Yoan Jedrowiak

Head of Customer Success