The Challenge
Rapid growth increased time-sensitive order and subscription work.
ARMRA wanted to streamline order and subscription changes so the CX team could focus on complex customer requests.
The team needed an AI partner that could act without hallucinating, maintain a high quality bar, and support future automation on the roadmap.
The Solution
Gloria was trained and launched in under two weeks.
StateSet created Gloria, an AI agent capable of handling order cancellations and subscription changes for ARMRA.
ARMRA uploaded its knowledge base, connected its helpdesk and point of sale, selected its model, and worked with StateSet on QA and training before deployment.
The Results
ARMRA reduced resolution times and gave the team time back.
Within 30 days, ARMRA reduced time-to-resolution for order cancellations by 98% and subscription cancellations by 90%.
The CX team realized more than 160 hours per week back, giving agents more room for complex and high-value interactions.