Case Study: Flex doubles CSAT and cuts resolution time 50% during 4x rent-week spikes with Lorikeet
Key results
The challenge
Flex helps consumers pay rent on time, driving high-volume support requests concentrated around rent-payment periods with strict accuracy requirements. Its previous AI tool could not match the policy precision and contextual understanding needed for housing-security-critical issues.
The solution
Flex deployed Lorikeet's AI agents with deep integration into its APIs, trained on company policies and workflows and configured with strict escalation logic for high-risk tickets.
“We tested AI solutions head-to-head and Lorikeet was a winner in every metric.”
LBLindsay BolandCustomer Service AI Product Lead, Flex
The results, in context
Flex reports doubling CSAT compared with its previous support tool, absorbing 4x the chat volume during rent week versus the rest of the month, and a 50% decrease in median conversation duration to resolution, freeing human agents for more complex cases.