Management can easily identify content gaps for both the customer who originally reached out, and the agent working on the case. Not only does this solve that agent’s problem, it builds on a searchable knowledge base of step-by-step solutions, speeding up time to resolution. “The product champion takes 60 to 90 seconds to ask questions, clarify the need and provide support in Slack,” Khan says. This is then assigned to a subject matter expert, referred to as a product champion at QuickBooks. When an agent can’t find an answer with Quincy, they create a ticket using the atSpoke app for Slack. If you put that annually, we saved our agents 9,000 hours.” Omer Khan Former Customer Success, Digital Lead, Intuit QuickBooks Saving customers 2,000 hours with a searchable knowledge base With the help of Quincy bot in Slack, we’re now 36% faster. “It used to take us two days to resolve a case. “If you put that annually, we saved our agents 9,000 hours,” says Khan. “That’s an incredible amount of savings in terms of repetition and what we had to do to answer the same question again and again.”Ĭases used to take two days to solve, but Quincy has helped bring that down by 36% to 1.2 days. “Now Quincy consistently answers 60% of questions,” Khan says. With a growing knowledge base and machine learning algorithm, Quincy’s value is quickly increasing. “At any given time, agents can ask Quincy a question right in Slack,” Khan says. Early this year, Quincy was resolving 10% to 15% of questions. To do this, they turned to Quincy bot, a custom bot built by QuickBooks that leverages AI to answer agents’ questions. “We wanted to make Slack a one-stop shop, where answers to every question would help agents work more effectively and efficiently,” Khan says. Plus, there was no central place to recognize teamwork. Data was easily fragmented, managers lacked insight and agents were dissatisfied.
Agents were working across multiple applications to find the information they needed to resolve a single issue. Support teams had been using Slack for a while, but there was a lack of structure. Using Slack and Quincy bot to resolve support cases 36% faster We had a chance to chat with Khan during Slack Frontiers, our annual conference, about how this Slack-driven approach opens up new learning opportunities, democratizes knowledge within QuickBooks and boosts team morale.