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Hugh McKenzie
Head of Operations
Amber is a new kind of electricity retailer designed to unlock the value of renewables for everyone. For just $22/month, Amber gives Australian households direct access to 30-minute wholesale electricity prices - the same prices that all the big retailers are paying.
The wrong teams were getting assigned issues that they couldn’t solve, causing delays and frustrating for both our team and our customers. Support requests that we receive are typically time sensitive and need to be handled by the right team in order to get timely answers and solutions for our customers.
Utilising the triage workflow in Lorikeet meant we were able to build a custom workflow using our existing logic. Over time we were able to make improvements to the workflow which were highlighted by Lorikeet’s AI.
Lorikeet’s fast ticket routing has been a total lifesaver. With 99% accuracy, we know the right person is getting the job every time, and our team has never been more efficient. The AI does the heavy lifting, so we can focus on helping customers, not tracking down misplaced tickets.
