Machine learning-based ticket resolution boosting response times by 46% for a UK MSP
Ticket deflection rates were stuck at 11% and first-contact resolution languished at 52%.
StartDate integrated a generative AI virtual agent trained on 2.8 million historical tickets and 40,000 knowledge articles. The agent handles 64% of incoming chats autonomously and escalates only complex cases with full context and recommended solutions pre-loaded for the human engineer.
First-contact resolution climbed to 89%, average speed-to-answer fell from 4.2 minutes to 38 seconds, and customer satisfaction (CSAT) rose 31 points. Annual savings exceeded £3.1 million.