Scaling global support without slowing agents down
Limited workflow automation
Ticket workflows could only be automated so far because the tooling to do more was not available.
Time lost hunting for information
Agents spent excessive time locating the most current information, which was split across separate silos.
Lag in response and resolution
Manual research on every ticket slowed first responses and stretched time to resolution.
Little room for new workflows
Existing tools offered limited flexibility to stand up new workflows as support needs changed.
Real-time agent assist inside Zendesk, co-designed with Dropbox
Integrated with CRM and backend systems
IrisAgent connects directly to Dropbox's CRM and backend systems to accelerate actions and improve resolution times at scale.
Real-time agent assistance
The most relevant knowledge surfaces instantly inside the ticket, reducing handle times and improving response quality.
AI-powered summarization
Agents get up to speed on customer history and context in seconds, leading to faster and more personalized resolutions.
Ticket automation and triage
IrisAgent tags tickets and auto-resolves low-complexity requests, freeing the team to focus on higher-impact issues.
Custom automations, built together
Dropbox and IrisAgent co-designed automations for high-priority workflows, with an agile feedback loop driving continuous optimization.
Working with IrisAgent feels like a true partnership. Their team listens and adapts with us every step of the way. The IrisAgent partnership continues to be a key enabler in our journey to modernize and scale customer support at Dropbox—with AI at the core. Our focus is clear: empower our support agents to do their best work and ensure our customers get the help they need—quickly, accurately, and at scale.
Faster agents, faster answers, lower cost
160,000 minutes saved in H1 2025
With IrisAgent handling repetitive categorization and surfacing relevant answers instantly, agents resolve more email tickets in less time.
Higher agent efficiency
Less time spent searching for information means agents focus on higher-value interactions, with the biggest gains among new hires.
Faster resolution times
Real-time context and answers help customers get solutions more quickly, regardless of channel.
Operational cost savings
Smarter ticket handling and automation are unlocking measurable gains in resource optimization.
Why Dropbox chose IrisAgent
- AI that scales with the team. Dropbox evaluated multiple vendors on technical capabilities, ease of integration, automation potential, and cost. IrisAgent stood out for robust AI and the ability to scale with support needs.
- A shared vision. From day one, IrisAgent aligned with Dropbox's goal of empowering agents and improving the customer experience through AI.
- Competitive pricing. IrisAgent delivered enterprise capability with a highly competitive pricing structure.
- Ready for what comes next. Dropbox is now extending IrisAgent into its chat tool, bringing the same real-time guidance to live chat interactions.