The Challenge: Intelligent Growth and Efficient Support
Ironclad’s new CEO set a clear priority: leverage AI to scale the company intelligently and solidify its leadership in the AI space. With over 100 employees across post-sales functions, the team needed to handle increasing support volume and complexity without expanding the team. Traditional knowledge bases were insufficient for the nuanced legal workflows and customer-specific use cases that Ironclad’s support agents had to navigate.
The Solution: Embrace.ai Implementation
Ironclad chose Embrace for its trustworthiness, speed, and usability. The implementation focused on three core capabilities:
- Support Agent Co-Pilot: AI-assisted responses integrated into Zendesk workflows.
- Customer-Facing Self-Service: A conversational AI experience for customers.
- Content Authoring: Accelerated creation of help articles and training materials.
The pilot-first approach allowed Ironclad to validate the AI’s effectiveness before full deployment. Within just 8 weeks, Embrace was implemented, starting with internal tools and expanding to customer-facing experiences.
266% Overall Project ROI
Driven by internal employee productivity gains and savings from improved customer self-service.
Transformative Results
- Higher-Quality Support at Scale
Faster, more accurate responses with a 40% reduction in time-to-close for basic questions and a 25-30% reduction for complex tickets. - Customer-Facing AI and Continuous Improvement
Enhanced customer engagement and quality assurance, leading to improved customer satisfaction. - Faster, Smarter Content Creation
A 50% reduction in time required to produce support articles and training materials.
Unexpected benefits included improved translation support for offshore agents, allowing them to handle more sophisticated questions confidently.
The Numbers Speak for Themselves
A 266% ROI. 40% less time per ticket. A support team that scales without growing. Read the full case study to see exactly how Ironclad did it.
