The challenge
Summ (prv. Crypto Tax Calculator) simplifies complex cryptocurrency tax reporting across multiple global markets, including Australia, the US, UK, Canada, Europe, and many other countries. The rapid growth of cryptocurrency trading has created a surge in customer support requests, often involving intricate and technical tax-related questions. With customer inquiries ranging from simple FAQs to complex troubleshooting issues that could span weeks or even months, Summ customer support team has faced overwhelming volumes, particularly during peak tax seasons. Despite an extensive internal knowledge base, users have struggled to find the right information and specific answers to their questions due to their complexity and the sheer volume of scenarios.
The solution
Summ looked to Lorikeet to handle both the progressive increase in support volume and sharp spikes during multiple tax seasons spread across the countries they serve. Lorikeet integrated seamlessly with their existing Intercom helpdesk, significantly easing initial deployment. After some quick training on their existing knowledge base, they were able to deploy Lorikeet’s AI agent to immediately start answering common FAQs. The efficiency gain for the team and improvement to the customer experience were instant, but Lorikeet’s value really shone when it came to automating critical, previously highly manual workflows. The ability to automate many of the steps involved in processing refunds, like checking eligibility and escalating approved cases for processing, saw Lorikeet quickly become an incredibly valuable extension of SUMM’s small but mighty support team.
The result
Lorikeet drastically reduced chat and email first-response times from approximately 30 minutes with human agents to under 1 minute. Not only was Lorikeet’s AI agent able to surface the correct information to answer customers’ questions 97% faster, it did so with surprisingly personalized and insightful responses. Its handling of email and chat tickets quickly became an additional onboarding and training resource for new human agents joining the team. Additionally, its automation significantly relieved the support team from routine tasks, allowing them to focus on more complex cases. By adding Lorikeet to their human team, SUMM has been able to improve overall operational efficiency and resource allocation, dramatically easing the tedious and difficult task of forecasting support capacity and coverage with surges in volume during tax seasons. We call that a win/win.
