Lucid zero-touch software support agents

What was done

Lucid Software added Zendesk AI agents after scaling from 9 million users in 2016 to more than 100 million users. The agents recognize roughly 20 common support issues, tag matching tickets, and send immediate responses written by Lucid's support team so customers can self-resolve. After optimization, pilot accuracy exceeded 90%. Lucid is targeting 5,000 first-year AI ticket deflections while keeping human support focused on technical issues and product feedback.

Stack