Case Study

How AI Agents are Improving Customer Support Across industries

AI-powered virtual agents are driving measurable improvements in customer service efficiency, satisfaction, and cost savings. From digital insurers in Europe to major tech platforms and SaaS providers, AI is proving its value in real-world support environments. Here's a look at how leading businesses are using AI agents to transform customer support.

Sobot AI Agent: High Accuracy in Routine Query Handling

Industry: Customer Support Automation
Tech Stack: Zendesk, Plivo, Sobot AI

  • 85% Resolution Rate: The AI agent resolved the majority of routine customer issues without escalation.

  • 80% Accuracy in Responses: Delivered correct answers consistently, reducing customer frustration.

  • 95% Customer Satisfaction: High satisfaction reflects improved user experience and confidence in automation.

  • 70% Productivity Boost: Internal teams reported significant productivity gains and up to 50% cost reduction.

 

LAQO: Croatia’s First Digital Insurer Elevates Support with GPT-Powered Assistant

Industry: Insurance
Tech Stack: Infobip, GPT AI 

  • 30% of Inquiries Automated: “Pavle,” LAQO’s virtual assistant, now handles nearly one-third of all incoming queries.

  • 90% Resolved Within 3–5 Messages: Faster interactions led to smoother customer journeys.

  • 10% Reduction in Contact Center Load: Freed up human agents to handle more complex cases efficiently. 

Glassix: Boosting Conversions with AI Chatbots

Industry: SaaS / Omnichannel Communication
Platform: Glassi 

  • 18% Faster Ticket Resolution: Improved workflow speed via AI chat integration.

  • 71% Success Rate: Majority of customer issues resolved directly through AI-powered agents.

  • 23% Uplift in Conversion Rates: Customers interacting with AI were more likely to convert.

Microsoft Virtual Agent: Smarter Automation at Scale

Industry: Technology
Source: arXiv Research 

  • 12% Improvement in Resolution Rates: Leveraged contextual bandit algorithms for smarter, more adaptive interactions.

  • 4% Fewer Escalations: Reduced reliance on human agents through better first-contact resolution.

Industry-Wide Impact of AI Agents

  • Routine Task Coverage: AI Agents can now manage up to 70% of customer inquiries, streamlining service operations.

  • 50% Faster Resolution Times: Automation has cut handling times dramatically, increasing both customer satisfaction and support team capacity.

Ready to Automate and Scale Your Support Operations?

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