TopHatch deployed Care AI Agent with multilingual capability in hours and achieved 62% Full Automation Resolved in days.
61.4%
Fully Auto Resolved (from 0)
84%
Time to First Response
47.4%
Time to Resolve
“The real value is the speed at which it can provide answers. If we can deliver the right answer to a large proportion of users quickly, even if every response isn’t perfect, that responsiveness is what truly delights our customers.”
David Brittain
Co-founder & CEO, Concepts
Overview
TopHatch is the creator of Concepts, an award-winning infinite canvas sketching and design app used globally by architects, designers and visual thinkers for flexible, vector-based sketching and ideation. The app is trusted by leading creatives and teams at Disney, PlayStation, Nike, Unity, Apple, and Philips.
The Challenge
TopHatch was managing their support inquiries with a lean team and no automation. Achieving fast responses and resolutions was a challenge. The team needed a solution that could scale support operations with low effort to deploy while continuing to deliver a high-quality customer experience across multiple languages.
The Solution
As a Helpshift customer since 2015, TopHatch already had a strong support foundation in place. By implementing Care AI Agent, TopHatch was able to rapidly introduce intelligent automation into its support workflow without requiring a lengthy deployment.
Deployed Care AI to iOS and web with Multilingual capabilities in a few hours.
Set-up an “Ask me Anything” concierge handling all incoming support requests reducing the time to first response and resolution.
Went from zero automation to 62% full automation resolved in a matter of days.
Reduced the Time to First response and resolution time.
