Cutting New Agent Ramp-Up Time

Who

CTO

Issue

A MedTech company deployed Readyly and quickly identified a coverage gap for their overseas customers, which was driving low satisfaction and high churn within certain key markets. They needed to quickly ramp up new agents overseas to meet the urgent demand.

Solution

They hired additional in-market resources and used Readyly’s Agent Assistant to provide new agents with on-the-job contextualized training, which automatically surfaced relevant knowledge articles, lookalike tickets, and the AI-generated “right answer” with 80% accuracy for each assigned ticket.

Result

Agent time-to-proficiency was cut in half from four months to two months and they gained over $40,000 in productive labor hours as a result.