Case Study: Trilogy achieves 70% AI ticket resolution with Voiceflow

Trilogy automates 70% of support tickets with Voiceflow

The customer Trilogy, a company that supports hundreds of global B2B and B2C businesses, faced a monumental challenge in providing 24/7 customer support for over 90 different products. Their existing solutions were siloed and offered limited customization, leaving them unable to efficiently scale their support operations or handle complex customer queries. They turned to vendor Voiceflow Inc for an AI solution to integrate with their systems and automate support.

Voiceflow provided the platform for Trilogy to build and scale a suite of AI agents, including a core agent called Atlas Core. The solution integrated with knowledge bases to triage and answer tickets automatically. This implementation allowed Voiceflow to help Trilogy automate 70% of all support tickets, achieving a 59% AI resolution rate within 12 weeks and reducing support hours by 57%. The results included significant time savings for human agents and improved data collection for resolving complex issues.

Trilogy