YAZIO’s Team Sought AI Tool to Keep Up with Massive Growth
Already Germany’s leading nutrition app, YAZIO saw massive growth as it gained popularity worldwide. In Q2 of 2023, YAZIO’s customer experience (CX) team knew they needed to scale their team’s capacity as they approached the holiday season.
Their team of 5-8 in-house agents doesn’t just handle customer service tickets, either. This comprehensive team of CX professionals also handles other aspects of customer success, like help center content, customer support templates, maintaining their internal Wiki, and more. They couldn’t hire fast enough to handle these responsibilities alongside a high volume of tickets, which kept increasing while some went unanswered for too long.
They pivoted to look for a gen AI for CX tool instead since they’d seen minimal success with an internal AI search tool. Their team had always manually handled 100% of tickets, but that was no longer a sustainable solution. They wanted to create a zero-touch customer service tier for the first time.
An AI for CX solution would also allow them to support customers around the clock and in more languages than their team spoke internally as they expanded worldwide.
– Michael Trojan, User Success Specialist (AI), YAZIO“We would drown in tickets if we didn’t have Solve’s 80% deflection,” Trojan said. “We’d have to hire three full-time agents focused on customer support to maintain our team’s current workload if we were to try to replace it with human support.”
YAZIO Required a Secure, Generative AI-Based Solution
During their search, YAZIO found some companies that claimed to provide AI-powered chatbots. Once you popped the hood, they were really rule-based and extensive to build. They ran on massive decision trees that would require regular maintenance to work well—but still, with limitations.
It was important for YAZIO’s team to find a solution that used agentic AI. This would remove the need for decision trees and mimic the type of experience a customer would get with a human agent. They eventually chose Forethought because it could do both.
“You know how when you’re texting with someone, you see the dots as they’re typing?” Trojan asked, “That’s just one example of something that could make a person feel more comfortable talking with a generative AI-based tool. Forethought brought this experience and the accuracy and empathy needed to make a customer feel at ease.”
YAZIO also had security concerns—it was important for them to protect their customer data at all costs. They wanted a solution that didn’t have to be app-based and would keep customer data limited to YAZIO employees. Forethought met their security requirements by using automation to redact sensitive data elements. Forethought’s high-level compliance and security standards left them with absolutely no security concerns.
Finally, the YAZIO team wanted to know they were in good hands with a company that would be accessible when needed.
“We wanted to be able to speak to the company we chose at any time easily over email or Slack,” Trojan said. “Forethought has been available whenever we need it. We have bi-weekly meetings where we can ask questions to make adjustments together, and they even helped me write my master’s thesis on AI in CX.”
Forethought checked all of these boxes and ultimately succeeded at helping YAZIO build their first zero-touch customer tier faster than they expected.
YAZIO Deflects Tickets for the First Time Without Impacting CSAT
YAZIO has always been a CX-focused company. Their support has always been in-house because they feel strongly about interacting with customers in a way that makes them feel cared for. They knew implementing an AI tool could impact this experience, so they initially decided not to measure success with CSAT while customers adjusted.
In its first month, Solve deflected 60% of tickets at a 3.1/5.0 CSAT, but the team could feel a massive weight lift from their to-do list. YAZIO’s users got more comfortable with the chatbot, which was easier to navigate than keywords in a help center search bar, and YAZIO’s team worked out the workflow kinks easily.
In just six months, Solve deflected 80% of tickets while maintaining a CSAT score of 4.0/5.0. Despite a 40% growth in tickets, the in-house team still manages the same number of tickets they did last year. If they were to replace Solve with human support, they’d have to hire three full-time agents.
YAZIO ultimately replaced its out-of-the-box chat solution with Solve, which passes on complex tickets involving third-party connectivity issues or contract cancellations directly to an agent while solving more simple problems on its own.
Solve Meets YAZIO’s Expectations for Using Sensitive Language in Six Languages
The YAZIO team is very particular about certain translations. They want to be sure that they’re not using language that could trigger a user’s mental health when discussing nutrition and eating.
This required them to work closely with Forethought on some workflows during implementation. Most users are based in Germany but Solve also needs to work with users in English, Portuguese, Italian, French, and Spanish.
Today, YAZIO is confident that Solve can address their customers using sensitive language that meets their expectations in these languages and help them expand into additional languages quicker than they could before implementation.
YAZIO Seeks to Deflect Even More Tickets as They Continue to Grow
YAZIO has grown its user base massively without expanding its team. Now, it’s focused on keeping up that momentum.
In the next six months, they think they can achieve a 90% deflection rate as they further optimize their workflows and adopt more Forethought tools, like Discover, which would help them improve their knowledge base based on Solve’s customer interactions.
Their confidence is partly due to their experience with the Forethought team, which they describe as being proactive about YAZIO’s success and open to collaboration on product improvements.At Forethought, the future of customer experience is generative AI. Forethought is a human-centered generative AI agent for customer support, trained on proprietary data to automatically resolve more issues at a lower cost and elevate customer satisfaction with every interaction. Request a demo to see how we can improve the accuracy of your automated support.
