Able reduces 65% of support tickets with 0 AI hallucinations

RubyLabs is a tech innovator focused on developing consumer products in health, education, and entertainment, driven by a mission to improve lives through technology. 

One of their key products, Able, offers personalized health coaching and sustainable weight management solutions. Able is a personalized health coaching platform that focuses on sustainable weight management. It offers tailored programs and one-on-one coaching to help users achieve their fitness and health goals. The product combines expert guidance with data-driven insights to create a unique, supportive experience for each user. 

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The Challenge: Massively scaling customer support

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Before implementing Botpress, RubyLabs faced an overwhelming volume of support tickets. The process of working with customers to identify requests and manage subscriptions was largely manual, consuming a substantial amount of the team’s time and resources. This operational strain hindered the company’s ability to provide rapid responses and maintain customer satisfaction. With growing ticket volumes, the need for a more efficient and scalable solution became urgent.

They sought a solution that could use AI to identify user queries and requests, execute relevant and custom code, and answer questions or manage user subscriptions entirely autonomously.

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Why Botpress?

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RubyLabs selected Botpress after a thorough evaluation of multiple AI-powered chatbot solutions. The decision was driven by Botpress’s unique combination of user-friendly AI capabilities and powerful LLM orchestration, which directly addressed RubyLabs’ needs to meet the increasing demands of their customers. Botpress enabled them to simultaneously execute custom code while handling user queries, answering questions, and rerouting support requests entirely autonomously.

“After evaluating several AI-powered chatbots, we determined that Botpress best meets the requirements of companies like ours,” said Alexandru Bogdan, the Head of Support at RubyLabs. “The ability to upload a clear knowledge base without extensive training allows us to hit the ground running, significantly reducing the total cost of ownership (TCO) for our tech products.”

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Rapid build and deployment 

Bogdan spearheaded the implementation of Botpress, focusing on creating seamless workflows for his employees and enhancing the customer interface. 

With the technical backing of internal engineers, the deployment was smooth, allowing RubyLabs to quickly leverage Botpress’s AI and LLM capabilities. 

The platform’s adaptability ensured that the team could rapidly tailor the chatbot to meet their specific needs, from basic customer queries to more complex, revenue-impacting tasks.

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Easy integration with knowledge sources

Botpress’s standout features, including its ability to connect seamlessly and simply to any knowledge source, were key to the app’s successful overhaul. 

This functionality enabled Able to automate complex tasks, like customer support, knowledge management, and subscription management.

“We have found Botpress’s pre-built workflows and ability to execute AI tasks particularly valuable,” noted the Head of Support. “Instead of spending time training a model from scratch, we can quickly deploy AI capabilities that meet our exact needs.”

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The Results

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Manual ticket reduction of 65%

RubyLabs tracks several key performance indicators to assess the success of their Botpress deployment: session volume, return user rates, and customer feedback. 

Post-deployment, Able initially reduced ticket requests by over 55%. But by refining the bot with user data insights, they further optimized performance, achieving a manual ticket reduction of 60-65%. 

Able’s AI agent is able to support their customers autonomously, escalating to manual intervention only when specific conditions are met. As a result, Botpress has effectively replaced Able’s Tier 1 support function, streamlining operations and significantly enhancing contact center efficiency.

These metrics provide a clear picture of the chatbot’s impact on engagement and customer satisfaction. Their results have also included reduced ticket handling times and a noticeable improvement in customer feedback.

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Zero AI Hallucinations in 100,000 conversations

Able’s commitment to accuracy is evident in its impressive track record: out of 100,000 conversations, there have been zero instances of AI hallucinations. When managing payment and providing information about high-stakes health information, the need for accurate response generation is paramount. 

“We take the accuracy of our AI responses very seriously, and we're proud to say that out of 100,000 conversations, we haven't observed a single instance of AI hallucinations. This is a key concern for many of our customers, and we've been able to avoid such issues due to our strong, well-maintained knowledge base and stringent quality control processes. Our commitment to providing reliable information ensures that users can trust the accuracy of each interaction.”

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Decreased support expenses by $50k annually

By deploying Botpress, Able has achieved substantial cost savings, reducing monthly support expenses by $4,000 to $6,000. 

The 24/7 availability of the AI-powered bot also allows for more strategic allocation of resources, driving even further cost savings across their operation.

Scaling Botpress across the entire RubyLabs product line

Following the success at Able, RubyLabs expanded Botpress to all their products. 

The sizable savings and increased efficiency from their pilot deployment led RubyLabs to adopt Botpress as a core pillar of their operations. Each new product launch across the entire RubyLabs ecosystem includes seamless, efficient support.

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