Hallucination-Free AI
How CoSupport AI Achieved 60%+ Resolution Rate in Customer Support
The Client’s Profile
Shelterluv is a web-based software platform designed to streamline operations for animal shelters and rescue organizations. Founded in 2012 by Greg Lucas, the company’s mission is to end population-based euthanasia of companion animals by providing shelters and rescues with tools to work more efficiently and save more lives. The software offers comprehensive features to manage animal records, intakes, outcomes, and transactions, all accessible from any internet-connected device. Shelterluv’s intuitive design and innovative features have been praised for enhancing efficiency and effectiveness in shelter operations.
Country:
USA
Industry:
Software Development
Integration time:
1 month
Support Team:
7 agents
Support Setup:
Zendesk Suite
Case Overview
Shelterluv had previously used Forethought for AI-driven customer support but faced ongoing challenges with AI hallucinations, leading to frustrated customers and a negative support experience. After using the tool for a year, they started looking for alternatives, seeking a more reliable and accurate solution. That is where CoSupport AI stepped in.
We successfully implemented a non-hallucinating AI that used Shelterluv’s data sources to generate answers, including their public help center and Zendesk tickets.
With a targeted resolution rate of 60%+, our AI integrated smoothly with Shelterluv’s Zendesk and started handling interactions with customers across chat and email channels, ensuring a seamless customer experience. We managed to beat the target within the first month of service (69% resolution rate for chats) and reached a 73% resolution rate for chats and a 61% resolution rate for emails by the end of the third month.
Most importantly, the AI was not hallucinating. Thanks to CoSupport’s patented AI architecture , when the model lacked resources to provide accurate answers, it immediately escalated the questions to the customer support team, ensuring accuracy and reliability, unlike many other AI solutions that attempted to fabricate a response.
As a result, Shelterluv continues to use our AI solutions, benefiting from improved customer interactions and a more effective support system.
CoSupport AI’s Tasks
Non-Hallucinating AI
Ensuring AI-generated responses remain accurate, reliable, and aligned with real customer queries, without fabricating information.
Handling FAQs
via Chat and Email
Implementing AI-driven solutions to efficiently address frequently asked questions across multiple customer support channels.
Achieving a 60%+
Resolution Rate
Targeting a high resolution rate by optimizing AI interactions for speed, accuracy, and customer satisfaction.
Seamless Zendesk
Integration
Connect AI with Zendesk chat and ticketing system, as well as Zendesk Guide for the real-time sync with the public help center.
Implementation
Seamless Integration with Zendesk
CoSupport AI seamlessly integrated with the client’s Zendesk workspace, including the Chat, Email, and Guide tool, to enhance customer support automation:
AI handles FAQs and customer inquiries through both chat and email, providing instant, accurate responses while reducing support workload.
This integration empowers teams to deliver faster, smarter, and more consistent customer support while maintaining high accuracy.
AI Model Training
CoSupport AI was trained using the client’s Help Center articles created in the Zendesk Guide, along with past customer correspondence (~20k Zendesk tickets) to ensure accuracy and reliability.
Summary
Over the first three months of integration, CoSupport AI demonstrated outstanding performance in automating customer support through chats and emails. The AI handled an increasing volume of support inquiries, efficiently resolving both simple FAQs and more complex issues. With seamless integration into the client’s system, CoSupport AI consistently exceeded expectations, resulting in improved resolution rates and faster response times across both channels. Insights:
Resolution Rate: achieved 60%+ resolution rate within the first month.
Workload: 2,000+ chats and emails are now handled by AI every month.
Faster Resolution Time: The average resolution time is 2 minutes for chats and 2 hours for emails now.
Resolution rate (%)
Launch: Nov 5, 2024
Total chats with AI
Launch: Nov 5, 2024
Resolution time average (min)
Launch: Nov 5, 2024
Client’s feedback
The AI performance has been very good. It handles FAQs and many complex questions well, and the escalated tickets I'm seeing come through are ones I wouldn't expect AI to be able to handle. CoSupport AI has exceeded my expectations.
Recommendations
If you’re looking to optimize your customer support operations, CoSupport AI offers a proven, efficient, and scalable solution. Based on our success with Shelterluve, we recommend the following steps to achieve seamless AI-driven support for your business:
Identify Automation Goals
Define inquiries you want AI to handle versus those requiring human intervention.
Build the Knowledge Base (KB)
The KB is needed for AI to generate answers. Be careful here. Garbage in, garbage out.
Choose the Right Integration
Ensure your AI support solution integrates smoothly with your existing CRM or ticketing system (e.g., Zendesk, Freshdesk, or Intercom).
Enable Real-Time Synchronization
Keep AI up-to-date by syncing it with your help center and customer interaction data.
Deploy Across Multiple Channels
Connect AI support to the communication channels your customers prefer, such as email, social media, and live chat.
Monitor and Optimize
Continuously track AI performance, analyze customer interactions, and refine the model based on new inquiries and data.
