Quick Summary

Smart sprinkler company Rachio used an AI-driven assistant to handle technical customer support for over one million users. The system manages complex troubleshooting across voice, chat, and email with one lead staff member.

The Use Case

Rachio faces seasonal spikes in support requests that involve complex technical troubleshooting, such as WiFi connectivity and irrigation scheduling. Instead of hiring a large seasonal workforce, they implemented a managed AI platform that integrates with their knowledge base. The AI handles the majority of technical inquiries autonomously, while human experts step in only for the most unique or sensitive issues.

Real Example

1. AI connects to Rachio’s technical knowledge base.
2. Customer asks a complex WiFi troubleshooting question.
3. AI identifies the specific device and technical steps.
4. Assistant provides instant, accurate setup instructions.
5. Complex edge cases route automatically to human leads.

Why It Matters

• Achieved 95% to 99% response accuracy.
• Managed 1M+ customers with one leader.
• Resolved 65% of inquiries instantly.

Source

https://www.crescendo.ai/customer-stories/rachio-scaling-cx-smarter