ZUORA solves customer issues 10x faster with IrisAgent AI Support Automation

The Challenge

Since its inception in 2007, Zuora has grown to be a publicly traded company with over 1000 customers. It has also evolved to a multi-product suite that enables automated pricing and packaging, recurring billing, payments and revenue accounting, and subscription metrics solutions. With the growth and introduction of multiple product lines, support operations have evolved into complex operations involving multiple teams, workflows, and systems that must work in tandem. Fast forward to 2024, Zuora realized this was creating challenges, namely,

• Multiple customer touchpoints - Zuora customers accessed the self-service support portal, trust portal, and support via email and phone, but with no clear path to subject matter experts (SMEs) for resolution.


• Efficiency - First Call Resolution and First Day Resolution rates were capped due to the several steps involved in getting a resolution.


• Effectiveness - The mostly manual triage process and workflows impacted the ability to serve the customer requests effectively

The Solution: AI-powered Support Automation

It was clear that Zuora needed to transform the support experience - deliver faster and more accurate responses to customers. They evaluated IrisAgent AI-powered Support Automation to help automate tagging and intent detection, streamline workflows, and bring the context and intelligence from engineering teams to the support teams that used Zendesk CRM.

Zuora implemented the following capabilities,

• IrisGPT chatbot and search for self-service
• Automated tagging and intent detection of issues in Zendesk CRM
• Automated triaging and routing to improve response times and resolution
• Agent Assist within Zendesk to help support representatives improve FCR

The Results

Before	With IrisAgent AI Support Automation
⤬ Self-service portal with keyword-based KB article search	✔ IrisGPT powered LLM chatbot and intelligent search
⤬ Manual tagging and triaging	✔ Automated tagging ✔ Automated intent detection ✔ Automated triaging ✔ Intelligent Routing to SMEs
⤬ KB article searches, tribal knowledge	✔ Intelligent real-time Agent Assist
⤬ Information silos between engineering and support teams	✔ Agent Assist with real-time information on product releases, issues from JIRA
⤬ Limited insights	✔ Ticket sentiment and insights ✔ Customer insights ✔ Product Quality insights

Since deploying IrisAgent AI Support Automation, Zuora has seen,

• 30% of queries addressed by AI Agent Assist, enabling the Agents to focus on real impactful issues
• 10x improvement in Mean Time to Resolution in many scenarios
• 40% reduction in escalations
• Real-time product quality insights and improved CSAT