How Juno’s support agents save up to 3 hours per day with Threado AI

How Juno’s support team uses Threado AI

The team at Juno realized that crypto being a rather new concept for most people, needs more attention in terms of support because users would have more questions, naturally. This is also why the team realizes the importance of omnichannel support and allows their users to reach out via call, email, and chat options. When it comes to features and services related to banking, unprecedented concerns become more trivial, for which the teams stay prepared and primarily resolve a high volume of queries daily.

But ‘being prepared’ and ‘faster resolutions’ are not synonymous with each other. Before they started using Threado AI, the biggest challenge for the team was searching for information manually in their databases. “After we started maintaining a central resource hub or a glossary for all our information, the primary problem that agents faced was having to go through the entire glossary and figure out the issues, the resolution, and then craft answers for customers,” said Neil Chaudhuri, who looks after Business Operations and Customer Service at Juno.

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“With Threado AI, we can just ask the question without having to manually go through our entire knowledge base. Instead of having our team scour through each account and their information, all of it is just one question away on Threado AI. Icing on the cake is that the tool also gives us the source of the information provided which makes Threado AI behave like our very own search engine!” - Neil Choudhuri

Juno’s team has become more efficient with Threado AI

“Currently, we have about 12-16 members in the teams dedicated to resolving customer queries only. Per month we get around 6,000 - 9,000 tickets through emails and chats which get equally divided between all team members. And each member closes about 35 tickets per day,” said Neil.

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With this, the team is able to save anywhere between 1 to 5 minutes from having to search for queries themselves compared to asking the bot which takes an average of 15 seconds. Up to 5 minutes saved on every query for 35 queries solved per day amounts to 3 hours saved every day from manual redundancies. Considering this for their team of 16 agents, they save almost 48 hours worth of work every day.

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Not only is the team more efficient because of this but is also able to have higher First Contact Resolution (FCR) faster response rates that equate to better customer satisfaction.

“Some of the things are complicated since we have different tiers and different accounts. Because we have partnerships with different banks for providing crypto services, all of our accounts have different tiers and features that are unique to them which makes providing support all the more complicated. But with Threado AI, agents don’t have to do their homework all the time while assisting customers and can simply ask the bot for context,” further explained Neil.

Threado AI reduces agent ramp-up time with accurate answers

“Another way Threado AI fits in is when we have newly onboarded support team members, even though we do provide training, they might not always have the full context of a feature or whether or not first contact resolution can be provided for a specific issue - in such cases Threado AI is able to provide the most reliable answers to all team members,” said Neil in talking about how reliable Threado AI has been since they started using it.

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Neil mentioned that the bot has an accuracy of 85-90% and in the time that Juno’s support team has used Threado AI, its accuracy has only gotten better which has resulted in the team being more reliant on the bot for query resolutions. The team has asked a little over 1200 queries to the bot since they started using it and about 1050 of which have been answered by the bot, accounting for about 87% accuracy.

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And not just in terms of resolving tickets but even when it comes to providing support over call, Neil mentioned how Threado AI steps in as a savior at that point. “When a user is on call and a query pops us, obviously they cannot rectify this with another agent immediately, and even if they can, it will not be as reliable as the source itself,” explained Neil. “Threado AI plays a huge role here because not only does it give the validation, verification, and correct resolution for the query instantly, but also provides the source of the information which agents can use to verify the accuracy immediately. Because of this, the accuracy of the answers and the resolution time has improved drastically.”

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Improvements in terms of key metrics

Making the team more efficient by helping them save several hours of work directly translates to better team metrics. “Time optimization is an exceptionally important factor for every company and this has also helped us improve our Average Handling Time for tickets,” explained Neil. “We have also seen improvements in terms of the First Response Time and First Contact Resolution rates that have significantly increased, helping us a lot in terms of uplifting the team’s productivity.”

Neil further explained that although agent assistance is not a primary factor in altering customer-facing metrics like CSAT and CES, factors like Resolution Time, First Contact Resolution (FCR), and First Response Time (FRT) can improve customer satisfaction. “I would say there’s been a 5-7% month-on-month increase in the CSAT score which brings it to above 90% now which is amazing,” said Neil in talking about Threado AI's impact on customer metrics.

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Threado AI’s future at Juno

What’s important for the team to do with every new feature or update to the process or service, the central glossary needs to be updated so Threado AI can be trained on those sources. Since the team has become a lot more reliant on Threado AI for assistance, it’s as important to keep the bot updated on recent knowledge as it is to update the knowledge bases themselves.

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“On a scale of 1-10, I would definitely give Threado AI a 7.5 or 8. Like I said before, the accuracy of information is extremely important for us and Threado has proven, time and again, that its accuracy won’t be a concern for us,” said Neil in talking about the importance of Threado AI for Juno’s support team. “And being able to directly help our users constantly with the right information reinforces our trust in the tool even more so.”