Trustpilot authenticated support-routing agent

What was done

Trustpilot built the AI agent Sam to reduce a 15,000-case backlog across B2B and B2C support. Sam authenticates users, combines account information with trusted support content, evaluates requests against more than 100 predefined topics, and either guides self-service or routes the case to an experienced rep with collected context. The agent went live eight weeks after purchase. Within six months Trustpilot reduced backlog by 99%, cut average handle time on escalated cases by 45%, and reached 28% overall deflection with 40% deflection in the B2B admin portal.

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