Case Study: Vouched achieves faster identity verification support with Twig

Resolving Identity Verification issues with AI

Vouched, a provider of AI-powered identity verification for fintech and healthcare, faced challenges scaling its customer support. Their team received highly technical questions about verification failures and SDK integrations, which frequently required escalation to engineering. This dependency slowed resolution times. The vendor, Twig, was implemented to address this.

Twig integrated directly into Vouched's Zendesk environment, providing support reps with instant access to technical knowledge from product docs and past tickets. This solution enabled faster resolution of technical issues, reduced the need for engineering escalations, and delivered consistent, high-quality explanations to customers. As a result, Vouched achieved shorter support SLAs and an improved customer experience.

Vouched