ai12z Customer Stories
Hear how organizations are using ai12z across search, customer support, product discovery, and more.
Transportation
Public Transportation Agency
A major public transportation agency uses ai12z’s digital assistant to help riders plan and manage their trips. Riders can find routes and stations, view schedules and fares, track rides, and get service alerts and other real-time information.
The assistant connects with the agency’s back-end systems through custom integrations, allowing it to provide real time information directly within the experience, such as alerts and delays.
Since launching, the assistant has handled more than 100,000 ride scheduling inquiries that would have previously gone unanswered. In a recent 30-day period, the assistant was used to answer more than 18,000 questions.
The agency has since expanded its use of ai12z beyond the public website, creating two internal portals, including one supporting its learning management system.
Medical technology
Global Surgical Technology Company
A global medical technology company that develops surgical devices and equipment for healthcare professionals had a highly trafficked website search experience, but it was also the number one source of internal complaints.
The company implemented ai12z's AI Search and a digital assistant to give healthcare professionals and other visitors a conversational way to navigate information, find answers, compare options, and get product recommendations.
In the first 60 days after launch:
- Search engagement increased by 15%
- There was a 3:1 drop in re-search, indicating that visitors were more often finding what they needed the first time
E-Learning
Digital Learning & Training Provider
A digital learning company that develops online learning programs and platforms for organizations across the public and private sectors implemented ai12z’s digital assistant for customer support.
The assistant is there to help users with questions and issues on demand. Through an integration with Zendesk, it can also create support tickets when an issue needs to be escalated to the support team.
This solution has reduced the average cost per completed support task from approximately $1.50 to $0.05, a reduction of more than 95%.
Accounting & Advisory
Top U.S. Accounting & Advisory Firm
One of the largest U.S. accounting, tax, and consulting firm uses ai12z’s AI experience platform to power an AI tax advisor.
Visitors can ask questions about their specific tax needs and:
- Find relevant answers and information
- Get matched with tax advisors who specialize in the issue they’re asking about
- Book and connect with the recommended advisor directly from the conversation
This helps their customers find both the information and the person they need, while making the firm’s broad range of tax expertise easier to access.
Consumer Electronics
Global Consumer Electronics Company
A global consumer and business technology company uses ai12z to give customers one place to explore products, make purchases, and get support. Customers can use the digital assistant to:
- Ask questions about products
- Compare options and find the right product for their needs
- Purchase products directly through the experience
- Get support and create a case when they need additional help
The assistant integrates with BigCommerce for product and purchasing information and with Salesforce for customer support. The Salesforce integration has removed three manual steps that were previously required to create a support case.