Customer SupportOctopus Energy
Octopus Energy's AI email assistant Arlo scored higher satisfaction than human replies
76% customer satisfaction for AI replies vs 72% for comparable human replies, on ~8,000 emails a week (4% of UK customer emails).
AI agents in Customer Support
6 real deployments, each with sources, reported outcomes, and caveats.
Customer SupportSalesforce
Salesforce runs its own support on Agentforce and cut support headcount from ~9,000 to ~5,000
About 1.5M customer conversations handled by agents, with CSAT about the same as humans; support headcount went from ~9,000 to ~5,000.
Company reportedAgentforce
Customer SupportLyft
Lyft cut average support resolution time by 87% with a Claude-based assistant
Average resolution time fell by more than 87%, with thousands of requests resolved per day (company claim).
Customer SupportIntercom (and its customers)
Intercom's Fin AI agent resolves about two-thirds of support conversations on average
Average resolution rate of 66–67% across about 6,000 customers, up from about 51% at launch.
Customer SupportKlarna
Klarna's AI assistant took two-thirds of support chats in its first month
2.3M conversations in the first month, about two-thirds of all service chats, the work of roughly 700 full-time agents (company claim).
Company reportedOpenAI GPT-4
Customer SupportDoorDash
DoorDash built a voice AI agent for Dasher support calls with answers in under 2.5 seconds
A voice agent ready for live testing in about two months, answering in 2.5 seconds or less, with 50x more testing capacity.