Case Study: Gainsight achieves support efficiency and better customer insights with TheLoops AI platform

Gainsight - Customer Case Study

Gainsight, a customer experience (CX) software company, was seeking an AI platform to improve its B2B support operations. Their challenge was to move beyond inefficient manual processes like ticket routing and limited quality assurance, which relied on low-response CSAT surveys. They needed a solution to augment agent intelligence across the entire ticket lifecycle and provide better visibility into support quality. They partnered with vendor TheLoops to implement its enterprise AI platform.

TheLoops provided Gainsight with an AI-driven solution focused on agent efficiency. The initial implementation featured intelligent routing, which automated ticket classification and assignment, saving an estimated one FTE's worth of hours per month. Further deployments included an AI Copilot for agent assistance and a predictive CSAT engine. These tools improved internal processes, provided better metrics for leadership, and enabled downstream benefits like informing engineering teams of critical customer sentiment issues.

Gainsight

Kartik Yegneshwar

VP of Global Support