customer_support · finance · workflow
Neptune Flood reduces cost per ticket by 78% and resolution time by 92% with Ada conversational AI
Neptune Flood's Customer Success team handled large volumes of inbound emails and phone calls each month and needed to scale support for a growing customer base — including complex insurance flows like policy cancellations — without rising costs.
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 submits inquiry via Ada
Customers leverage Ada to submit inquiries or claims at any time, including in the middle of the night.
Tools used
AdaZendeskZoom
Outcome
Ada enabled Neptune Flood to reduce cost per ticket by 78%, decrease ticket resolution time by 92%, and save $100k in the first year. During Hurricane Ian, 30–35% of claims were submitted through the bot, and Neptune Flood's staff evacuated safely while service continued uninterrupted.
Results
Time saved30 days instead of 90-day goal
Volume30%
Running sinceapproximately May 2022 (four months before Hurricane Ian in September 2022)
Grounding & classification
Source type: vendor customer story
20 fields verified against source quotes, 5 dropped as unverifiable.
agentic workflowchatbotconversational aiinsurance claimsupport tickethuman review describednamed customerproduction runtime claimedtools describedworkflow describedinsuranceautomation ratecost reductiondeflection rateresolution time reductionvendor customer storyclaims processingcustomer supportautonomous resolutionescalation workflow