Impact
1-3
Second agent response time
35%
of customer email responses now automated
8%
Improvement in net promoter score
The challenge
The challenge
Experian’s customer support team used to require agents to manually find and customize templates to respond to common questions. Leadership recognized an opportunity to improve response times and customer experience by using an LLM system to automatically handle a significant portion of support emails—enabling human agents to focus on more complex requests.
The solution
The solution
Experian deployed an Agentic AI solution built on AWS to automate and accelerate customer service. The AI system first redacts PII from the incoming emails and classifies them to ensure they are appropriate to answer. It then uses a version of Meta’s Llama3-8b, fine-tuned with data curated through Snorkel, to generate replies. The system queries the model multiple times with different functional modalities to generate a final draft. A human agent then reviews the message, edits as necessary, and sends the completed message.
The outcome
The outcome
Experian has reduced costs and response times while improving customer satisfaction. A survey found that the project boosted Experian’s Net Promoter Score by 8% while delivering responses in less than three seconds.
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