Intercom provided AI21 Labs with an out-of-the-box solution that it could use to hit the ground running and streamline its customer support. The platform's powerful automation capabilities have enabled the team to not only drive efficiencies internally, but also achieve their goal of empowering customers to self-serve.

In fact, using a combination of Custom Bots, Resolution Bot, and Articles, AI21 Labs has been able to boost its support automation efficiency rate (or "ROAR," rate of automated resolution) to an exceptional 82%. Resolution Bot is automatically resolving 41% of conversations it interacts with, Custom Bots are helping to resolve 45% of inbound queries, and the help center is empowering customers who are seeking support to resolve their own issues at an astounding rate of 79%. Additionally, proactive support – getting ahead of known issues and providing help before it’s needed – accounts for 5% of the team’s resolution rate.

"Thanks to Intercom, we’re seeing 82% support automation efficiency (or 'ROAR,' rate of automated resolution)," says Matt Lewis, Head of User Operations at AI21 Labs. "This increased efficiency allows us to maintain a healthy culture of highly professional individuals, instead of a churning system of junior support agents.” AI21 Labs also leverages Intercom features like macros, which enables the team to build a bank of custom saved replies in the Intercom Inbox, to quickly reply to customers’ questions. This has led to a 39% decrease in the team's average response time, and has also shortened their time to close.

Being able to utilize all of these capabilities in Intercom meant that the team didn’t have to increase headcount to support their growing customer base. Not only that, but customer satisfaction scores have continued to steadily increase over time. To ensure its tech stack is set up for success, AI21 Labs also integrates Intercom with a number of other tools, such as Amplitude. With the Amplitude and Intercom integration, the team can leverage user behavioral data to further personalize their customers’ experiences - resulting in even higher satisfaction.