Case Study: Second Life improves support responsiveness and resolves duplicate requests with Qurrent AI workforce

Second Life - Customer Case Study

Second Life, a long-running virtual community, was struggling with a high volume of user-submitted bug reports and feature requests. Their limited capacity led to delayed responses, duplicate queries, and frustrated customers, negatively impacting satisfaction. They reached out to Qurrent for a solution using its AI workforce.

Qurrent implemented a custom solution where its digital agents autonomously managed the entire workflow. These AI agents reviewed new requests and sifted through a 20+ year backlog to identify duplicates and generate personalized responses. This resulted in dramatically improved customer satisfaction with quick resolution times, freed up internal resources for Second Life, and enhanced the platform's overall reliability.

Second Life

Anya Kanevsky

Senior VP, Product