Customer support · Production
Brigit improves customer satisfaction 15% and achieves 40% ticket resolution with Ada AI agent
The problem
Brigit faced rising conversation volumes and email support remained manual-intensive, making it impossible to meet the 2.5-hour customer response expectation without massively scaling headcount.
Workflow diagram · grounded in source
1
Inbound email or chat arrives
trigger
“Inbound emails account for around 30% of the monthly support conversation volume”
2
AI agent responds to inquiry
ai_action
“By providing instant, accurate and empathetic responses, the AI agent not only improved the overall customer experience but freed up time for agents”
3
Human quality monitoring
human_review
“with Gia monitoring the quality of interactions closely”
4
Knowledge base coaching
feedback_loop
“Gia learned a lot about onboarding and managing an AI agent from the email EAP, such as how to optimize the knowledge base and coach the AI agent”
Reported outcome
The Ada AI agent outperformed the scripted chatbot, achieving a 15% improvement in customer satisfaction and 40% ticket resolution, with over 6K users emailing the AI agent within two months of launch.
Reported metrics
Customer satisfaction improvement15%
ticket resolution with Ada40%
Total app users7 million
Email share of monthly support volumearound 30%
Show all 6 reported metrics
customer satisfaction improvement15%
ticket resolution with Ada40%
total app users7 million
email share of monthly support volumearound 30%
users who emailed AI agent in first two monthsover 6K
customer email response expectation2.5 hours
Reported stack
Ada
Frequently asked questions
What did this team achieve with this AI workflow?
The Ada AI agent outperformed the scripted chatbot, achieving a 15% improvement in customer satisfaction and 40% ticket resolution, with over 6K users emailing the AI agent within two months of launch.
What tools did this team use?
Ada.
What results were reported?
Customer satisfaction improvement: 15%; ticket resolution with Ada: 40%; Total app users: 7 million; Email share of monthly support volume: around 30% (source-reported, not independently verified).
How is this customer support AI workflow structured?
Inbound email or chat arrives → AI agent responds to inquiry → Human quality monitoring → Knowledge base coaching.