Case Study: Quicken improves customer experience and agent efficiency with PolyAI

Quicken elevates customer and agent experiences with PolyAI

Quicken, a leading personal finance software company, needed a better way to handle highly seasonal support demand and an outdated IVR that often routed callers incorrectly. With a customer base that preferred phone support and was initially resistant to new technology, Quicken turned to PolyAI to improve call routing, answer FAQs, and create a more helpful customer experience.

PolyAI implemented an AI voice agent named Lisa, integrated with Quicken’s systems to resolve repetitive requests, route complex calls accurately, and assist live agents with relevant customer information and CRM support. Since launch, Quicken’s containment rate has grown from 5% to 21%, with up to 2,500 calls resolved daily and zero customer complaints, and the company is targeting more than 30% containment next year.

Quicken

Ian Roberts

Director of Care Operations & Technology