Trilogy

💡 Automating 60% of customer support for 90+ products in 12 weeks. Here's how Trilogy used AI automation to drive business impact: “We had 90 support lines for the products we managed and each required 24/7 support coverage.” Trilogy found that 20% of their products generated 80% of support tickets. So, scalability and efficiency was the goal. Old tech stack: - human agent led IVR + Amazon Connect - out of the box chatbot (Forethought) - no collaboration across teams or scalability This tech stack trapped them with limited customization for handling complex actions and no path to scaling agents across the business lines. They also had no way to collaborate as a fully remote team. Like many teams, they wanted an AI solution to provide level 1 FAQs and route tickets. When they started with Voiceflow, that was just the beginning. The team (including Colin & Ciprian) built Atlas Core, an AI agent that is now the bedrock for numerous complex agents. Atlas Core is integrated with Trilogy’s help center interface, a curated knowledge base, LLMs, Knowledge Base API, and core set of user support flows and functions. It's solving complex customer questions and gathering rich context for live agents, all while retaining an impactful user experience. RESULTS: ✅ A 35% AI resolution rate in the first week, making a significant dent in support tickets. ✅ A staggering 59% of central support tickets being completely resolved by AI after 12 weeks of optimization. ✅ Support hours are down by 57% - team members used to spend 40 hours a week resolving tickets, on average 15-30 minutes per ticket. Trilogy plans to next use Voiceflow to roll out agents across internal projects—for finance, marketing, and sales. AI automation can drive business impact (and not just deflection on a webchat) when teams can ship agents that are tailored to their tech stack and can handle the complexity of their customer journey. #aiautomation #support #aiagents