Case Study: Vouched achieves faster identity verification support with Twig

Vouched cuts support resolution time with Twig

The customer, Vouched, an AI-powered identity verification platform, faced challenges in its customer support operations. As the company scaled, its support team received increasingly complex technical questions that required deep product knowledge, leading to frequent escalations to engineering teams and slower resolution times for issues like verification failures and SDK troubleshooting.

Vouched implemented Twig's AI solution directly within its Zendesk environment. The integration provided support agents with instant access to verified technical knowledge, enabling them to deliver accurate answers without escalation. As a result, Twig helped Vouched resolve tickets faster, significantly reduced its dependency on engineering experts, and improved the overall customer experience with consistent and clear explanations.

Vouched