Customer support · Production

Epos Now saves 60,000 human labor hours per month and achieves 70% automated resolution rate with Ada's AI agent Sidekick

The problem

Epos Now's B2B customer support was strained by complexity across dozens of verticals, with customers demanding high-touch, multi-step guidance that legacy IVR and scripted chatbots could not deliver. Support channels operated in silos with different technologies and no unified knowledge base, producing inconsistent customer experiences.

First attempt

Epos Now's IVR system was pre-configured around scripted routing and failed to deliver the quality of experience they wanted, with customers sometimes ending up with the wrong agent and experiencing longer wait times. Scripting responses across a diverse customer base quickly led to diminishing returns.

Workflow diagram · grounded in source

Customer inquiry arrives

trigger

“Epos Now launched their AI agent, called Sidekick, on messaging to handle complex inquiries in real time, delivering instant, seamless support”

Knowledge base retrieval

ai_action

“Sidekick pulls from various sources, including Epos Now's extensive knowledge base and system integrations, to provide customers with accurate, up-to-date information”

AI-guided resolution

ai_action

“Epos Now guides customers through complex processes with the same precision and personalization that once required human intervention”

Pre-handoff case documentation

output

“like creating a case, documenting the interaction, and taking notes—has already been done by the time the customer is handed off”

Human agent review

human_review

“When it reaches a human agent, everything is already captured and organized, leaving them to simply update the case with the resolution”

Team monitors and refines AI

feedback_loop

“the team specialized in monitoring AI conversations, refining customer workflows, and ensuring that Sidekick was continuously aligned with product updates”

Reported outcome

Sidekick now automates 70% of support demand across all channels, saves 60,000 human labor hours per month, increased CSAT by 30% on messaging and 15% on voice, and call demand dropped by 22% to 25%, while customer service teams delivered 40% year-over-year revenue growth.

Reported metrics

Human labor hours saved per month60,000

CSAT increase on messaging30%

CSAT increase on phone15%

Automated resolution rate (combined channels)70%

Show all 8 reported metrics

human labor hours saved per month60,000

CSAT increase on messaging30%

CSAT increase on phone15%

automated resolution rate (combined channels)70%

revenue generation growth YoY by customer service teams40%

call demand reduction22% to 25%

phone inquiries auto-resolved by Sidekick40%

average automated resolution rate60% to 70%

Reported stack

AdaSidekickIVR

Source

https://www.ada.cx/case-study/epos-now

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Sidekick now automates 70% of support demand across all channels, saves 60,000 human labor hours per month, increased CSAT by 30% on messaging and 15% on voice, and call demand dropped by 22% to 25%, while customer se…

What tools did this team use?

Ada, Sidekick, IVR.

What results were reported?

Human labor hours saved per month: 60,000; CSAT increase on messaging: 30%; CSAT increase on phone: 15%; Automated resolution rate (combined channels): 70% (source-reported, not independently verified).

What failed first in this deployment?

How is this customer support AI workflow structured?

Customer inquiry arrives → Knowledge base retrieval → AI-guided resolution → Pre-handoff case documentation → Human agent review → Team monitors and refines AI.