Case Study: TopHatch reaches 61.4% full automation in days with Helpshift Care AI Agent
Key results
The challenge
TopHatch is the creator of Concepts, an award-winning infinite-canvas sketching and design app used by architects, designers, and visual thinkers, including teams at Disney, PlayStation, Nike, Unity, Apple, and Philips. The company managed support with a lean team and no automation, making fast responses and resolutions across multiple languages difficult.
The solution
A Helpshift customer since 2015, TopHatch implemented the Care AI Agent to introduce intelligent automation without a lengthy deployment. It deployed Care AI to iOS and web with multilingual capabilities in a few hours and set up an 'Ask me Anything' concierge to handle incoming support requests and reduce time to first response and resolution.
“The real value is the speed at which it can provide answers. If we can deliver the right answer to a large proportion of users quickly, even if every response isn't perfect, that responsiveness is what truly delights our customers.”
DBDavid BrittainCo-founder & CEO, Concepts
The results, in context
TopHatch went from zero automation to 61.4% of tickets fully auto-resolved within days of deploying Care AI Agent. Time to first response improved 84% and time to resolve improved 47.4%, reducing the burden on the lean support team while maintaining a high-quality customer experience.