Case Study: Eucalyptus achieves better CSAT and faster urgent ticket routing with Lorikeet

Eucalyptus boosts CSAT by 10ppt with Lorikeet

Eucalyptus, a digital health provider, struggled to manually triage its high volume of complex support tickets, a process that was time-consuming and error-prone. Medically urgent tickets required prompt review, making accurate routing critical. To address this, Eucalyptus implemented Lorikeet's AI for skills-based triage.

Using Lorikeet's powerful triaging logic, which analyzes multiple factors like topics and customer tone, tickets were automatically routed to the most appropriate agent tier. This solution ensured the most complex and urgent cases reached the best agents quickly. As a result, Eucalyptus achieved a 10 percentage point increase in its CSAT score.

Eucalyptus