How Magic Eden met NFT demand surge with human-level conversation quality

"Customer support is incredibly important to Magic Eden. We were very impressed with the CSAT scores Lorikeet delivered, but we also highly valued Lorikeet being a thought partner on helping us take our customer support to the next level."

"Customer support is incredibly important to Magic Eden. We were very impressed with the CSAT scores Lorikeet delivered, but we also highly valued Lorikeet being a thought partner on helping us take our customer support to the next level."

Daniel Cavagnino

Operations Manager

The challenge

Challenge

Magic Eden is a hub for all things NFT (non-fungible tokens): a launchpad for new NFT projects, a marketplace for trading (including supporting fungible swaps), customizable royalties with mobile app and multichain compatibility (Solana, Ethereum, Polygon, Bitcoin, just to name a few).

Magic Eden was facing a surge in customer support ticket volumes in light of its growing position as an NFT platform leader, cryptocurrency bull market, and growing interest and usage of the Magic Eden App. They needed a solution that can address these surges while maintaining high conversation quality. Their previous AI agent solution left a lot to be desired on their customer satisfaction scores (CSAT) at ~45% vs 78% human-level.

The solution

Solution

Through an integration with Intercom, Magic Eden was able to easily set up conversation and “FAQ”-type workflows on the Lorikeet platform, with API integrations on the platform that allowed Lorikeet to help search and confirm transactions on multiple block explorers (e.g., Solana, Ethereum) and resolve complex queries around swap issues, NFT visibility issues and more. It was also able to respond to users in multiple languages.

The result

Result

Within the first month of rolling out, Magic Eden achieved a CSAT of 74% with the workflows it rolled out: ~30 ppts higher than Magic Eden’s previous AI Agent and 4 ppts away from human CSAT scores.