Aura’s Actual Results.

  • 7 0 K+

    Hours saved by agents

  • 23 0 %

    CSAT improvement in the last 3 months

  • 75 0 %

    Ticket deflection

About Aura.

Aura is a mission driven technology company dedicated to creating a safer internet for everyone. They believe that people should be able to live with the peace of mind that their identity, online accounts and devices will remain safe, private and protected, no matter where they go.

With an easy to use, integrated suite of services trusted by millions, Aura makes comprehensive digital security accessible to all.

Aura’s Support Team Wanted a Trustworthy AI Partner.

With Aura’s continued growth, its support team was overwhelmed with increasing ticket volumes of about 15k tickets a month. This drowned the agents in repeatable tickets and hindered them from offering white-glove experiences to distressed customers who needed them the most.

Aura’s customers reach out for support issues such as account management, alerts, fraud resolution and more. They wanted to partner with an AI platform to help address common concerns and focus support agents on handling more complex queries that needed human care.

The Launch of Aura’s AI Chat Assistant.

Netomi analyzed Aura’s historical ticket data and worked with their team to launch the first chatbot that could answer the most common customer enquiries. Netomi integrated with Aura’s agent desk & built custom APIs to further increase deflection. All this helped to reduce the load off Aura’s agents who are now focusing on high-touch critical questions that required their intervention.

Customers could access 24/7 support and get accurate answers, instantaneously. The results include a 23% jump in CSAT over the last three months, saving the customer over seven thousand hours in waiting for a first response.

The Road Ahead.

Following the success of the chat AI support, Aura plans to leverage other Netomi capabilities such as AnswerNet to scale customer support. Further, they intend to integrate Netomi with their backend systems and increase the chatbot presence throughout their digital properties.

Amy Chernov

Sr Director, Customer Success

We’ve hit our stride with Netomi, and there’s a lot more we can do together.

What’s next for you?

Schedule a call to see if Netomi is right for you. If Aura’s case is relevant to you, we’d be happy to assist with an intro.

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