How Comfrt Achieved 65% Automation During Explosive Growth
“Brooke is one single AI and yet solving more tickets in a week than our human team.”
Kristen
CX Lead, Comfrt
Challenge
When Kristen started, the team was averaging around 41,000 emails per month with nine agents. By November, they were receiving 125,420 emails per month. Despite scaling from 9 to 41 agents, they couldn't keep pace with demand. 'It just wasn't enough. We were treading water.'
Solution
As their existing CRM was incompatible, the team undertook an ambitious project to deploy both Zendesk and Uouoduo during the peak holiday season — completing the entire implementation in just three weeks.
Developing the right persona was a focus. 'Brooke is like a stream. It just sounds like a comforting word.' The team paid attention to make every interaction feel genuinely supportive.
For the first time in months, the team eliminated their backlog — and customers who reached out first time felt seen, not stuck.
Results
65%
automation rate
A 65% automation rate across the operation.
64%
reduction in response time
Faster response times, faster resolution, higher satisfaction.
0
backlog
Eliminated the backlog for the first time in months.
Brooke allowed the team to move away from macros, freeing more time for the things that require a human touch — meeting customers with empathy and kindness. She's a full member of the team, working 24/7/365, always following policies and procedures, and always providing the best possible care.