Case Study: a global business services company cuts support tickets by 57% with TaskUs agentic AI

A Global Business Services Company cuts support tickets by 57% with TaskUs

a global business services company faced challenges with its internal support system as its legacy chatbot had only a 5% adoption rate. The tool, which relied on rigid keyword-matching, failed to handle nuanced employee queries and generated incomplete support tickets, wasting significant time for human agents. TaskUs was engaged to address this issue.

TaskUs implemented an agentic AI platform built on Decagon technology to replace the rules-based bot. The new AI agent, trained on over 2,000 knowledge articles, could understand context, ask follow-up questions, and autonomously resolve issues. This solution led to a 57% reduction in support tickets, allowing the company's support staff to focus on more complex and high-value work.