Case Study: Quicken improves customer support efficiency with PolyAI

Quicken quadruples call containment with PolyAI to resolve 2,500 calls daily

Quicken, a leading personal finance software company, faced challenges with high seasonal call volumes and a legacy IVR system that created frustrating experiences for its technology-resistant customer base. This resulted in complex staffing issues and inefficient use of human agents for simple queries. To address this, Quicken partnered with PolyAI to implement an AI voice agent.

PolyAI's solution was an AI agent named Lisa that handles FAQs and refund requests while accurately routing more complex calls to human agents. The results were significant: Quicken's call containment rate quadrupled to 21%, with the AI resolving 2,500 calls daily during peak season without a single customer complaint. PolyAI's integration also improved agent efficiency by auto-filling CRM data, leading to increased job satisfaction and lower attrition.

Quicken