Case Study: Summ achieves 97% faster customer support responses with Lorikeet AI

How Crypto Tax Calculator efficiently handles support spikes during tax-time

Crypto Tax Calculator (now called Summ), a startup in the finance industry that simplifies cryptocurrency tax reporting, faced a major challenge with overwhelming support volumes. The company's small team was inundated with complex, technical customer questions, a problem that spiked drastically during tax seasons across the various global markets they serve. This led to long wait times and difficulty for users in finding specific answers in their extensive knowledge base. They turned to Lorikeet's AI agent to help manage this progressive increase and seasonal spikes in support requests.

Lorikeet integrated with the company's Intercom helpdesk and was trained on their knowledge base to immediately start handling common FAQs. The AI agent automated critical workflows, such as processing refunds by checking eligibility and escalating cases. The solution from Lorikeet reduced first-response times from 30 minutes to under one minute, resolving queries 97% faster. This not only improved customer experience but also served as a training resource for new agents and allowed the human team to focus on more complex cases, dramatically improving operational efficiency.

Crypto Tax Calculator

Layla Huang

Senior Customer Support Manager