Case Study: Eucalyptus achieves a 10-point CSAT increase with Lorikeet triage

How Eucalyptus boosted their CSAT by 10ppts using Lorikeet triage

Eucalyptus, a digital health provider, faced challenges in manually triaging its high volume of customer support tickets, which was time-consuming and error-prone. This was a critical issue as some tickets were medically urgent and required immediate review by clinical staff. To address this, they turned to vendor Lorikeet and its triage capabilities to ensure tickets reached the right agents.

Lorikeet implemented an AI-powered, skills-based triage system that routes tickets based on their topics, customer tone, and complexity. This solution by Lorikeet allowed Eucalyptus to effectively escalate urgent medical questions to clinicians and direct the most complex cases to its best agents. As a result, Eucalyptus achieved a 10-point increase in its CSAT score, driven by faster and more accurate ticket resolution.

Eucalyptus

Estelle Berton

Operations Lead