Case Study: Magic Eden nearly doubles CSAT with Lorikeet

How Magic Eden met NFT demand surge with human-level conversation quality

Magic Eden, a major NFT marketplace, was facing a surge in customer support tickets. Their previous AI solution was underperforming, delivering a customer satisfaction score (CSAT) of only 45%, which was far below the 78% achieved by their human agents. They partnered with Lorikeet to find a solution that could handle increased volume while maintaining high-quality support.

Lorikeet implemented its AI agent through an integration with Intercom, setting up workflows to handle complex, blockchain-specific queries. The solution could search multiple blockchains to resolve issues like swaps and NFT visibility and could respond in multiple languages. As a result, Magic Eden saw its CSAT with Lorikeet jump to 74% within the first month, nearly doubling from their previous AI and coming within 4 points of human-level performance.

Magic Eden

Daniel Cavagnino

Operations Manager