How RVezy Customer Support Representatives get back 10 hours of each week with Cassidy

Overview

RVezy, a leader in the online RV rental space, faced a challenge as it scaled: how to manage an increasing volume of customer tickets without compromising the quality and consistency customer service. Led by Director of Customer Operations Exequiel Alcober, RVezy implemented AI automations that collectively saves their team of customer support representatives over 300 hours each week.

The problem: Scattered information leads to slow & inconsistent responses

Customer support is deeply embedded into RVezy’s sales process. However, their business polices are incredibly nuanced being in the RV rental industry. Documentation is scattered across various platforms such as Google Drive, Slack, or Confluence, and is constantly being updated as the industry evolves. This fragmentation leads to cumbersome manual search process to accurately answer questions, stretching the team’s bandwidth and wasting hours that could be spent working with customers more directly.
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“Agents were spending hours manually locating documents across different platforms, wasting time that could be spent helping customers"

Building context-aware AI automations

The turning point for RVezy was implementing Cassidy to create AI automates that have real-time context on their business. Cassidy connected to all of RVezy’s internal tools, allowing them to securely provide context to the customer support assistants they would soon build.
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What makes Cassidy’s Knowledge Base powerful is that it real-time searches across RVezy’s Drive, Slack, Confluence, and existing tools to search for answers to customers. It’s trained on RVezy’s brand voice and previous customer tickets, so responses are consistent across the board. Let’s dive into both the assistants and workflows that RVezy implemented with their context-aware AI.
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“With Cassidy, we’ve been able to integrate our documentation from all of our platforms and easily find exactly what we need to quickly answer customer’s questions”‍

Drafting replies to customer support Zendesk tickets

With Cassidy, RVezy is able to build in automations into their Zendesk account. Whenever a ticket is submitted, Cassidy automatically searches through their knowledge base, queues up a response, then submits it to the team for approval.
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Not only does it draft the response, but teammates can see the sources cited to verify the accuracy of the response. If a teammate ever notices out-of-date information, they can quickly flag and update so that all the other representatives have the most up-to-date information.
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Beyond Zendesk tickets, Cassidy’s customer support assistant is made to draft replies to emails and any other form of communication from customers. This innovation alone saves the customer support team more than 10 hours per week each, allowing representatives to allocate their time to higher-priority tasks and significantly enhance their service quality.

Prioritizing tickets based on customer sentiment

But Cassidy didn’t just allow RVezy to be reactive - it allowed them to be proactive. RVezy also created a workflow that automatically flags tickets where customers seem dissatisfied, or mention a specific topic that requires escalation. This automation allows representatives to prioritize tickets that are most likely to lead to drop-off if not handled promptly.
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“Cassidy allows us to be much more proactive in addressing critical customer complaints - automatically escalating issues to a manager who can solve customer problems quickly”

Newly discovered use-cases across the team: Internal search + Content creation

Following the success within Customer Support, Cassidy has been rolled out to 60 new team members to support marketing, HR, and management.

The broader RVezy team created an Internal Search Assistant allows anyone on their documentation, policies, and customers to support their day-to-day tasks. The assistant is connected to their company Slack, and members simply need to tag @Cassidy and it will respond not only with the answer, but where it retrieved the information.

On the other hand, the marketing team trained Cassidy on previous content to support their team in creating blog content and social media posts.
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“What’s great is we’ve been able to roll this out to other teams as well - marketing has been using it to create & refine content that’s on brand and HR built an assistant that employees use to search our HR policies”

Working directly with Cassidy’s support team

What made implementing AI automation into RVezy’s business so successful was Cassidy’s exceptional customer support. Unlike ChatGPT Enterprise or other tools, Cassidy works closely with each enterprise customer to integrate their tools, create custom assistants, and build workflow automations. RVezy got a dedicated account manager, plus a Slack channel with the co-founder and engineers to build necessary integrations.
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“It’s amazing how easy it is to access Cassidy’s support team - the Cassidy team doesn’t just react quickly to assist us, they’re proactive and hold our hands through AI implementation to actively set our team up with different assistants and automations”

Setting the foundation for AI within RVezy’s business

The partnership with Cassidy set the foundation for implementing AI when previously thought impossible based on the nuances of their business. With Cassidy’s Knowledge Base integrations, and Enterprise-grade security, RVezy’s team is able to have peace of mind rolling out AI tools and automations without compromising quality or security.
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Cassidy’s workspace gives teams access to 5+ leading models, and a suite of tools to build no-code automations to power the future of your organization. If you’re interested in learning about Cassidy for your company, reach out to team@cassidyai.com to learn more.
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“I don’t think there’s anything out there that has the power of Cassidy - and I’ve explored tons of AI tools”