Case Study: Aura achieves 75% chat ticket deflection with Netomi

Aura Empowers Its Customers & Agents by Deflecting 75% Chat Tickets

Aura, a mission-driven technology company focused on digital security, was struggling to keep up with growing support demand as ticket volume reached about 15,000 per month. Its team was overwhelmed by repetitive questions and wanted a way to preserve white-glove service for more complex, high-touch issues. Aura partnered with Netomi to explore AI-powered support through a chat assistant.

Netomi analyzed Aura’s historical ticket data and launched an AI chat assistant integrated with the agent desk and custom APIs to handle common customer questions. The solution deflected 75% of chat tickets, saved 70,000+ agent hours, and improved CSAT by 23% in the last three months, while also reducing customer wait time for first response. Aura plans to expand its use of Netomi with additional capabilities like AnswerNet and deeper backend integrations.

Aura

Amy Chernov

Sr Director, Customer Success