Case Study : Tophatter

Case Study : Tophatter

October 19, 2017
E-commerce giant turns to artificial intelligence to improve customer service satisfaction and average handle times
With, Tophatter customers can get simple questions answered quickly without requiring agent support
“ We see a huge opportunity for AI to enhance our overall customer service model,” said Aimee Valle, Customer Support Manager. “ helps us add in a layer of helpfulness for our customers before reaching out to live support. Customers can quickly get the answers they need, so they can carry on with their shopping experience. ”
Aimee Valle, Head of Buyer Support, Tophatter
Tophatter is revolutionizing the e-commerce landscape with a discovery shopping app that’s truly one-of-a-kind. Shoppers compete in fleeting, 90-second auctions to win deals of up to 80% off jewelry, electronics, beauty and fashion. Leveraging smart technology to serve shoppers a unique experience every visit, Tophatter delivers the world’s most efficient rapid marketplace and connects sellers to over 12 million shoppers across the globe, selling an average of 2 million products each month.
Like most companies, Tophatter found that it’s the common, straightforward questions which make up the bulk of their support. With, Tophatter can help buyers by using AI to answer frequently asked questions or guide them to find information within their account. The AI learns the appropriate responses to customer questions by training with Tophatter agents on live tickets, as well as through historical customer service interactions, FAQs and support documentation.
Having the AI be the first responder for common questions enables Tophatter’s customer service agents to focus more on complex questions that required in-depth responses. And if a problem arises that can’t easily be solved by AI, automatically escalates the case to a human agent and the appropriate department queue for handling.
“I’ve been consistently impressed with the work the team has done, building the AI’s ability to develop and learn,” said Aimee Valle, Head of Buyer Support. “I would recommend incorporating’s technology for anyone already using a chat-based support system.”’s mobile-optimized chat support interface integrates directly within the Tophatter app to provide customers with help right when they need it. Combined alongside their pre-existing email support channel, helps Tophatter deliver forward-thinking, customer-friendly service that matches the speed of their business.
Client Details
Tophatter is revolutionizing e-commerce! Shoppers compete in fleeting, 90-second auctions to win deals of up to 80% off jewelry, electronics, beauty and fashion.
San Francisco, California
Tophatter wanted a way for customers to find the answers to their questions quickly, that would seamlessly integrate with their existing support solutions
Leveraged’s artificial intelligence technology to serve as a first responder for common customer inquiries
  • Determined that AI could be used to handle upwards of 80% of Tophatter’s customer inquiries
  • Reduced average first response time from 1 hr 28 mins to fractions of a second, for frequently asked questions that the AI was trained on
  • Developing a rules-based escalation path to quickly get customers needing extra support to the right agent

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