Case Study: Experian achieves sub-3-second support responses with Snorkel AI

How Experian improved agent response times under 3 seconds with Snorkel Evaluate

Experian, a financial services and credit reporting company, wanted to improve customer support by reducing the time agents spent manually finding and customizing email templates for common questions. To address this challenge, the company worked with Snorkel AI to explore an LLM-based approach that could automate a large share of support email handling while freeing agents to focus on more complex cases.

Using an Agentic AI solution built on AWS, Snorkel AI helped Experian automate email workflows by redacting PII, classifying incoming messages, and generating draft replies with a fine-tuned version of Meta’s Llama3-8b. The system now automates 35% of customer email responses, delivers agent response times of 1–3 seconds, and improved Experian’s Net Promoter Score by 8%.

Experian