Case Study: Summ achieves 97% faster response times with Lorikeet AI

How Summ Manages Tax-Time Spikes

Summ, a finance start-up formerly known as Crypto Tax Calculator, faced overwhelming customer support volumes driven by rapid growth and complex tax-related questions, particularly during peak tax seasons across multiple countries. The company struggled to provide timely answers from their extensive knowledge base and needed a solution to handle sharp spikes in demand. They turned to the Lorikeet AI agent to address this challenge.

By integrating with Summ's existing Intercom helpdesk, Lorikeet was quickly trained on their knowledge base and deployed to handle common queries. The solution automated critical workflows, such as processing refunds, and provided immediate answers. Lorikeet achieved a 97% faster resolution time, reducing first-response times from 30 minutes to under a minute. This dramatically improved operational efficiency, eased forecasting for support surges, and freed Summ's team to focus on complex cases.

Summ

Layla Huang

Senior Customer Support Manager