Case Study: Plum achieves human-level support and 52% day-one resolution with Gradient Labs

Plum achieves 98.6% QA and 52% day-one resolution with Gradient Labs

Plum, a financial technology app serving two million users, faced significant scaling challenges in its customer support due to its complex, multi-product offerings and diverse customer base across various geographic regions. To address this, Plum partnered with Gradient Labs to implement an AI solution on their Intercom chat platform, aiming to maintain high-quality, compliant support while efficiently handling increasing demand.

Gradient Labs implemented its AI Agent, which was set up in just 30 minutes without engineering effort. The solution delivered immediate and impressive results, including a 98.6% quality assurance score, an 80% customer satisfaction (CSAT) rate that matched human performance, and a 52% day-one resolution rate. This enabled Plum to scale its support volume effectively while operating in a highly regulated environment.

Plum