Case Study: Magic Eden achieves near-human CSAT for NFT support with Lorikeet

Magic Eden boosts CSAT to 74% with Lorikeet in one month

Magic Eden, a leading NFT marketplace and platform, faced a challenge managing a surge in customer support tickets. Their previous AI solution was underperforming, achieving a customer satisfaction score (CSAT) of only 45% compared to a 78% human-level score. To address this, they turned to the vendor Lorikeet for a more effective AI agent solution.

Lorikeet implemented a solution integrated with Intercom, creating workflows that could handle complex, chain-specific queries by checking transactions on multiple blockchains. This allowed the AI to resolve issues like swap problems and NFT visibility. The results were significant: within the first month, the CSAT score for Lorikeet's workflows reached 74%, a nearly 30-point improvement that brought it to within 4 points of human-level performance.

Magic Eden