How Trilogy automated 60% of their customer support in 12 weeks

Trilogy's Atlas Core is a core AI agent in Voiceflow that contains foundational building blocks for several complex agents, enabling the company to scale AI agents quickly and add features to specific products while maintaining a complex core that is continually improved. The team also built a standalone ticket triaging and answering agent, called Atlas Ticket, which automatically analyzes user queries and answers them drawing from a database of company-specific information. Trilogy refined their knowledge base to continually improve responses and built trust with hesitant customers by including context in the agent's answers. The effect on Trilogy's support systems was immediate, with a 35% AI resolution rate on support tickets within the first week of deploying Voiceflow. The company has seen significant strides in four major areas, including AI resolving over half of all support tickets and reducing tedious research by using a knowledge base.

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