Case Study: Auction Technology Group plc reduces support volume and improves CX with Quack AI

ATG’s CX Revolution with Quack AI

Auction Technology Group plc (ATG), a digital marketplace operator for curated online auctions, was struggling with an overwhelming volume of repetitive, low-value customer emails. This volume caused slow first-response times, declining customer satisfaction (CSAT), and high agent stress and burnout, preventing the team from focusing on more complex issues. To address this, they turned to the vendor Quack and its AI Agent.

By implementing Quack's AI Agent to handle common inquiries end-to-end, ATG dramatically reduced the manual workload on its agents. This allowed the human team to focus on nuanced and sensitive customer situations. The solution delivered immediate results, including faster response times, improved CSAT scores, and a significant reduction in agent stress and burnout.

Auction Technology Group plc (ATG)

Natasha Amoyal

Head of Operations