customer_support · saas · workflow
Trust & Will achieves 68% automated resolution with Will-E AI agent built on Ada
Trust & Will's scripted chatbot could not handle the nuanced, emotionally sensitive estate planning questions their customers brought, producing looping experiences and lacking the empathy required, while a lean team faced growing demand.
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 support inquiry
Customers contact Trust & Will's support team about nuanced estate planning situations.
Tools used
Will-Eada
Outcome
Will-E automatically resolves 68% of conversations with a 75% CSAT on AI interactions, and within less than a year has maintained a steady 70% automated resolution rate, enabling the human support team to shift from firefighting to white-glove service on high-stakes cases.
What failed first
The previous scripted chatbot caused looping experiences, lacked empathy for estate planning conversations, and could not resolve even simple issues like applying promotional codes, forcing escalation to human agents.
Results
Volume70%
Running sinceless than one year before publication
Grounding & classification
Source type: vendor customer story
19 fields verified against source quotes, 4 dropped as unverifiable.
ai agentconversational airagsupport agentknowledge basefailure mode describedhuman review describednamed customerproduction runtime claimedtools describedworkflow describedlegalautomation ratecustomer satisfactiondeflection rateemployee productivityvendor customer storycustomer supportautonomous resolutionescalation workflow