How Yelo Enhanced Customer Support with an AI Agent
In the fast-paced world of urban mobility, responsive and efficient customer support is crucial. Yelo, a Swiss platform offering eco-friendly electric bikes and scooters, partnered with an AI solution to enhance its support operations — and the results speak for themselves.
86% of Conversations Fully Handled by the AI Agent
Only 14.3% of user inquiries needed to be escalated to a human agent. This high level of automation demonstrates the efficiency and autonomy of Yelo’s conversational AI. By handling the majority of requests directly, the support team can focus on more complex cases while customers get faster answers to common questions.
“Our AI agent became the first line of contact — and it performs brilliantly.”
100% Customer Satisfaction Score (CSAT)
All user feedback has been excellent. The support team, when involved, maintains a 100% CSAT, a rare achievement in customer service. This reflects the team’s ability to provide clear, helpful, and courteous responses whenever the AI transfers a request.
“Whether it's handled by AI or a human, our customers always feel supported.”
55.6% First Contact Resolution Rate
Over half of all inquiries (55.6%) were resolved on the first interaction, either through the AI or a human agent. This indicates strong efficiency in handling questions and highlights the impact of well-trained AI and support staff.
Results at a Glance
- 🤖 AI-to-human escalation rate : 14.3%
- 😊 Customer satisfaction (CSAT) : 100%
- ✅ First contact resolution (FCR) : 55.6%
Ready to Level Up Your Support?
Yelo’s experience shows how integrating an AI support agent can reduce workload, increase speed, and maintain an exceptional customer experience. Want similar results ?
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