How Shelterluv Reached Reliable Support Without Hallucinations
See how Shelterluv improved support quality with non-hallucinating AI, resolving the majority of FAQs and complex inquiries with high accuracy and reliable escalation to agents.
- Country:
- USA
- Industry:
- Software Development
- Integration time:
- 1 month
- Support Team:
- 7 agents
- Support Setup:
- Zendesk Suite
The Client’s Profile
Shelterluv is a web-based software platform that streamlines operations for animal shelters and rescue organizations. Founded in 2012, its mission is to reduce population-based euthanasia by helping shelters work more efficiently through digital tools for managing animal records, intakes, outcomes, and transactions.
🤔 Challenge
Shelterluv had previously used Forethought for AI-driven support but faced persistent hallucinations that frustrated customers and eroded trust. After a year of unreliable AI performance, they sought a solution that could deliver accurate responses across chat and email without fabricating information. Their goal was a non-hallucinating AI capable of achieving a 60%+ resolution rate, handling FAQs, and integrating seamlessly with Zendesk.
🏆 Goal
The primary goals were to eliminate AI hallucinations, automate over 60% of support interactions across chat and email, and ensure seamless Zendesk integration with consistently accurate, up-to-date responses.
💡 Solution
Shelterluv selected CoSupport AI for its patented hallucination-free architecture, real-time knowledge syncing, and proven accuracy. The AI was trained on Shelterluv’s public help center content and a large dataset of Zendesk tickets to ensure alignment with real customer scenarios.
🔗 Integration
Seamless Integration with Zendesk Suite
🚀 Achieved Key Results
- 73% chat resolution rate by month three.
- 61% email resolution rate by month three.
- Zero hallucinations across all channels.
- AI handled thousands of conversations within 90 days.
- Full Zendesk Suite integration in one month.
- 73%
- 69%
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.”
Josh MatthewDirector of Customer Solutions