ProsperPay Case Study: How an AI assistant took over first-line support

When IT startups grow, support requests also grow. Because of this, you need to scale the technical support department as quickly as possible without losing service quality and with minimal costs. In this case study, we explained how Pleep took over first-line support at the Kazakh company ProsperPay.

About the company

Prosper Pay is an IT service for automating employee payments. The product already has over 40,000 users and more than 30 corporate clients.

The Problem

The team faced a problem — the number of technical support requests was growing, which meant the manager had to spend a lot of time collecting customer data and searching for answers. Because of this, users waited a long time for solutions and tickets could remain unprocessed.

The Solution

On the Pleep platform, Prosper Pay created an AI assistant themselves, trained it to collect customer information in dialogue, connected a knowledge base about the product, and integrated the needed communication channels. All of this can be configured in the service and settings can be changed at any moment.

Now the Prosper Pay AI assistant communicates with clients itself, asks clarifying questions and helps with product questions, and most importantly, does it in seconds. If the assistant doesn't know how to respond to a client, it connects an operator and the case is sent to second-line support.

Results

Currently, the assistant closes up to 100% of first-line support requests and up to 60% of all requests. The manager doesn't need to spend time on simple and repetitive cases, and can focus on really complex problems.

Also, Pleep helped scale support without costs. Now the company can grow its client base without hiring additional managers. And this is already saving them over 500,000 tenge per month.

Want the same? Create your AI assistant today on Pleep service via this link and get 3 days of trial access