Case Study: Ninefold achieves a 30% productivity boost and $25,000 in savings with Talkdesk

AI-powered service helps Ninefold enhance customer experience

Ninefold is a customer-service hub for a network of pest control franchises serving about 40,000 active customers. Seasonal surges, manual scheduling, limited reporting, and repetitive agent tasks left the small but fast-growing team without the real‑time analytics, workforce planning, or AI assistance needed to deliver consistent, scalable service across time zones.

By deploying Talkdesk’s AI-powered CXA—including Copilot, Workforce Management, and Interaction & Quality Analytics—Ninefold automated note-taking, enabled live agent assistance, and introduced demand forecasting and sentiment insights. The result: a 30% jump in productivity, $25,000 saved through AI-informed voluntary time off (about 1,700 hours reclaimed), elimination of 6 FTEs from planning tasks, 93% of interactions rated positive, and sustained CSAT between 4.7–4.9 out of 5.

Ninefold

Kelly Kirkham

Director, Operations