Dropbox is enhancing customer support with IrisAgent AI

The Challenge

Dropbox is on a mission to design a more enlightened way of working—and that includes how they support their customers. As their products and customer base continue to evolve, they’re reimagining their support operations to be faster, smarter, and more scalable.

In 2024, their Global Support team launched an initiative to bring AI into the heart of their support workflows. After a rigorous evaluation process, they selected IrisAgent as their partner to pilot intelligent automation and agent assist technology within their customer service ecosystem. Following strong early results, they moved to full production in September 2024, embedding IrisAgent into their Zendesk email ticketing system to empower agents with faster access to contextual insights and relevant knowledge.

Why IrisAgent?

Dropbox evaluated multiple vendors based on a comprehensive set of criteria, including technical capabilities, ease of integration, automation potential, and cost effectiveness. IrisAgent stood out for its robust AI capabilities and ability to scale alongside their support needs—while offering a highly competitive pricing structure.

From day one, IrisAgent aligned closely with their vision of empowering agents and improving the customer experience through AI.

Now, they’re taking the next step—integrating IrisAgent into our Chat tool to bring the same real-time AI-powered guidance to live chat interactions. By extending Agent Assist capabilities into synchronous support channels, they aim to replicate and scale the efficiency and consistency gains they've already seen in our asynchronous workflows.

Transforming Agent Workflows with AI

Dropbox has partnered closely with IrisAgent to reimagine their customer experience by:

• Integrated IrisAgent directly into our CRM and backend systems to accelerate actions and improve resolution times—ensuring faster, smarter customer support at scale.
• Real-time agent assistance: IrisAgent helps surface the most relevant knowledge instantly, reducing handle times and improving response quality.
• AI-powered summarization: Agents can quickly get up to speed on customer history and context, leading to faster and more personalized resolutions.
• Ticket automation and triage: IrisAgent intelligently tags, and even auto-resolves low-complexity tickets—freeing up our teams to focus on higher-impact issues.
• Collaborated closely with IrisAgent to co-design custom automations for high-priority workflows, with an agile feedback loop driving continuous optimization and innovation.

The Results

Before

After

Limited ticket workflow automation due to lack of tooling availability

Fully automated number of workflows with IrisAgent AI

Agents spent excessive time on trying to locate the most current information

Real-time Agent Assist with unified, actionable info

Information split across silos

Boost in ticket handling time with Agent Assist especially among new hires

Lag in response and resolution time

Automated processes free agents for high-value work

Limited flexibility for new workflows

Agile customization, built in close partnership

Key Impact

Since deploying IrisAgent AI Support Automation, Dropbox has seen,

• Increased agent efficiency: Reducing time spent searching for information resulting in improved handling time enabling agents to focus on higher-value interactions.
• Faster resolution times: Empowering agents with real-time context and answers helps customers get solutions more quickly—regardless of channel.
• Operational cost savings: Smarter ticket handling and automation are unlocking measurable gains in resource optimization.
• Boost in agent productivity:Agents now resolve more tickets in less time. In H1 2025, Dropbox saw total 160,000 minutes saved in AHT for email tickets, with IrisAgent handling repetitive categorization and surfacing relevant answers instantly.