Epos Now saves 60,000 human labor hours per month and achieves 70% automated resolution rate with Ada's AI agent Sidekick
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer inquiry arrives
Customers reach out via messaging or phone channels and Sidekick handles complex inquiries in real time.
Tools used
AdaSidekickIVR
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.
What failed first
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.