Case Study: Amber achieves 99% accurate ticket routing with Lorikeet

How Amber uses Lorikeet to get the right tickets to the right agents (including their AI agent)

Amber, a start-up electricity retailer, was struggling with inefficient support ticket routing. The wrong teams were frequently assigned issues they couldn't resolve, leading to significant delays and customer frustration. They turned to Lorikeet for a solution to streamline their ticket management process.

Lorikeet implemented its AI-powered triage workflow, which utilized the company's existing logic and provided insights for continuous improvement. This solution automated the routing process with 99% accuracy, ensuring tickets reached the correct team every time. The result was a dramatic boost in team efficiency, allowing staff to focus on customer support instead of tracking down misplaced tickets.

Amber

Hugh McKenzie

Head of Operations