Case Study: Flex resolves rent support tickets faster with Lorikeet

How Flex Uses AI to Handle 4x Chat Spikes During Rent Week

The customer, Flex, a finance scale-up, was facing challenges handling high-volume, high-emotion customer support requests related to rent payments. Their previous solution from Ada could not provide the policy accuracy required, so they sought a new AI vendor to manage chat spikes and ensure precise, urgent support. They chose to implement an AI agent from Lorikeet.

Lorikeet provided a deeply integrated solution, trained specifically on Flex's policies and workflows to handle tickets and escalate complex issues. This implementation resulted in a 2x increase in CSAT scores and a 50% decrease in median conversation duration. Lorikeet successfully handles 4x chat volume spikes during rent week, allowing Flex's human agents to focus on more complex challenges.

Flex

Lindsay Boland

CX AI Product Lead