Case Study: Magic Eden nearly doubles CSAT with Lorikeet AI support

Magic Eden nearly doubles CSAT with Lorikeet, reaching 74% in a month

Magic Eden, a start-up in the finance industry and a leading NFT marketplace platform, faced a surge in customer support tickets that its previous AI solution could not handle effectively, resulting in low customer satisfaction scores (CSAT) of around 45%. They partnered with Lorikeet to find a solution that could maintain high-quality support during periods of high demand.

Lorikeet implemented an AI support solution integrated with Intercom, which included workflows for handling conversations and complex queries by checking transactions across multiple blockchains. This solution nearly doubled Magic Eden's CSAT to 74% within the first month, bringing it to nearly the same level as their human agents and representing a 30 percentage point improvement over their previous AI system.

Magic Eden