EnergySourced
Case Study: Arbor reaches 89% CSAT automating regulated energy support across 13 states with Lorikeet
Arbor Case StudySourced & dated by Case Study Desk
Key results
The challenge
Arbor needed AI capable of handling nuanced, regulated energy workflows across multiple states, going beyond simple deflection to genuine problem-solving for emotionally charged customer issues.
The solution
Lorikeet deployed a custom-trained AI agent named 'Olive' with state-specific knowledge across 13 states, automated workflows, clear escalation logic, and real-time content syncing.
“CX opportunities feel endless now. We're excited about the power of Lorikeet and how it can help us scale without losing the human touch.”
JMJessica MishloveHead of Customer Operations, Arbor
The results, in context
The AI agent reached 89% CSAT at 1:1 parity with human agents. Arbor's Trustpilot rating rose to 4.7 from 4.6, with customers praising 'Olive' by name, often unaware they were chatting with an AI.
Products used
Lorikeet Lorikeet AI Agent