Ultimate
Overview
Ultimate is a customer support automation company that leverages generative AI to automate up to 80% of support requests across digital channels. As a part of Zendesk, Ultimate offers AI-powered bots that enhance customer experience (CX), empower support agents, and improve operational efficiency. Their solutions integrate seamlessly with existing CRM systems, providing personalized and scalable support solutions for businesses worldwide.
Industry: Customer Support
Ideal Customer Profiles: Ultimate's ideal customers are medium to large enterprises that require scalable customer support solutions. These include companies in industries such as retail, telecommunications, financial services, and any business experiencing high volumes of customer inquiries that can benefit from automation to improve efficiency and customer satisfaction.
Website: ultimate.ai
LinkedIn: http://linkedin.com/company/ultimate.ai
Products
UltimateGPT
UltimateGPT uses generative AI technology to create custom-built bots that can instantly resolve FAQs without requiring training, making it a quick and efficient solution for automating customer support.
Features
Instant Bot Creation
Description: UltimateGPT allows businesses to create a custom bot in minutes by connecting their help center or FAQ page, enabling immediate automation of frequently asked questions.
Benefit: Businesses can quickly deploy a self-service support solution, reducing the workload on human agents and improving response times.
Multilingual Support
Description: The bot can operate in multiple languages, allowing businesses to provide support to a diverse customer base without additional language-specific configurations.
Benefit: Enhances customer satisfaction by providing support in the customer's preferred language, broadening the reach of the support service.
Chat Automation
Ultimate's chat automation combines conversation design with AI to handle complex customer interactions, offering a customizable and multilingual chatbot solution.
Features
Customizable Dialogues
Description: This feature allows businesses to design and customize conversation flows to handle complex customer queries effectively.
Benefit: Improves the quality of customer interactions by providing tailored responses and reducing the need for human intervention.
Contextual Information Gathering
Description: The chatbot collects relevant information during interactions, providing agents with the context needed to resolve complex issues efficiently.
Benefit: Reduces resolution times and enhances the accuracy of responses, leading to higher customer satisfaction.
Ticket Automation
Ultimate's ticket automation optimizes workflows by intelligently triaging and routing tickets, automating email replies, and reducing handle times.
Features
Intelligent Triage and Routing
Description: This feature automates the sorting and distribution of support tickets, ensuring they are directed to the appropriate department or agent for resolution.
Benefit: Increases operational efficiency by reducing the time spent on manual ticket sorting and improving response times.
Automated Email Replies
Description: The system automatically generates and sends email responses to common inquiries, freeing up agents to focus on more complex issues.
Benefit: Enhances productivity by reducing the volume of emails agents need to handle manually, allowing them to focus on higher-value tasks.
Integration Builder
Ultimate's Integration Builder allows businesses to add unlimited API integrations, enabling seamless data exchange and end-to-end automation.
Features
Unlimited API Integrations
Description: Businesses can integrate their existing systems with Ultimate's platform to automate data exchange and streamline operations.
Benefit: Facilitates comprehensive automation by connecting disparate systems, improving data accuracy and operational efficiency.
Personalized Responses
Description: The integration allows for the retrieval and use of customer data from back-office systems to personalize interactions and automate complex tasks.
Benefit: Enhances customer experience by providing tailored responses and reducing the need for manual data entry.
Analytics Suite
Ultimate's robust analytics suite provides insights into support operations, helping businesses optimize their processes and improve customer satisfaction.
Features
Comprehensive Insights
Description: The analytics suite offers detailed insights into customer interactions, including escalation attempts and conversation drop-offs, to identify areas for improvement.
Benefit: Enables continuous improvement of support processes by providing actionable data to refine and enhance customer interactions.
Bot Performance Monitoring
Description: Businesses can monitor the performance of their bots, identifying successful strategies and areas needing adjustment to maximize efficiency.
Benefit: Improves the effectiveness of automated support by ensuring bots are continuously optimized for better performance.
Quantitative Benefits
"Automate +80% of your support requests across all digital channels with the next generation of AI-powered bots."
"We now give +30% faster responses across all cases, with increased per agent output and job satisfaction."
"60% first contact resolution rate"
"93% CSAT"
"49% automation rate"
"900% increase in volumes handled"
"66% automation rate"
"$14K monthly savings"
"28% deflection rate"
"100% first contact automation rate"
"57% automation rate"
"150% increase in volumes handled"
"46% Increase in automated resolutions"
"50% Reduction in agent escalations"
"50% Reduction in ticket volume"
"43% Increase in automated resolutions"
"30% Reduction in ticket volume"
"96%"
"5 mins saved per ticket"
"360 agent hours saved monthly"
"93% CSAT score"
"on his first day Marvin (as the team named their bot) answered 37% of tickets"
"46% faster first response times"
"61% BHR for flight cancellations"
"Automation rate across all languages 35%"
"After making these updates, their bot handled rate for cancellations increased from 49% to 61.4% and their escalated conversations decreased from 49% to 36.5%."
"Finnair reached a 50% automation rate at the height of the pandemic"
"100% of chats start with their bot, and they've reached a 28% deflection rate — far exceeding their initial KPIs."
"Taskrabbit was able to launch in all 9 languages they serve — including Italian, German, Spanish, French, and English."
"With Ultimate, their bot both communicates in the right language and is able to connect customers to the most accurate content for their region."
"Vandebron agents work across phone, email, and chat, with self-service available to logged-in customers."
"Automation helped Vandebron and their customers power through the energy crisis, letting them manage 150% higher volumes without needing to scale their team or tech resources."
"Requests fully handled by the bot 50%"
"Due to the energy crisis, monthly requests increased from 2,000 to 5,000 requests a month, but a 50% automation rate helped the team easily handle more volumes in less time."
"Customers can give a star rating following a chat conversation. And the majority responds favorably to it: 50% give the bot 4 or 5 stars on average."
"With UltimateGPT, Discover Cars was able to instantly automate in 5 languages simply by connecting to their existing knowledge base — contributing to an improved CSAT score (going from 68% to 73%) and €128k saved annually."
"Using an API integration, HyperJar completely eliminated agent escalations for replacing lost cards, taking resolution time from 20 minutes to under 2 minutes."
"TeleClinic's automation journey began when they saw a 500% increase in requests during the pandemic."
"Three years of continually tweaking and improving their bot later, they're seeing over €100,000 in annual savings."
"The biggest benefit is scalability. The bot instantly took 39% of all requests from the shoulders of our agents."
Testimonials
"With the pandemic and now a global recession, we're not in a position to make our Customer Care team bigger and bigger. So we needed to make agents' jobs easier by taking away the repetitive questions."
Naomi Rankin, Global Customer Care Manager at Lush
Source: Customer Support Automation Powered by Generative AI | Ultimate
"An eye-opening experience on what's possible with AI. We now give +30% faster responses across all cases, with increased per agent output and job satisfaction."
Satu Karaksela, Service Manager (Digital Customer Service) at Finnair
Source: Customer Support Automation Powered by Generative AI | Ultimate
"We currently have 81 salons and are going to grow to 160 this year – without growing our reception staff. And with automation, we're able to do that while offering way better CX and getting higher reviews."
Austin Towns, CTO at Hello Sugar
Source: Customer Support Automation Powered by Generative AI | Ultimate
"When choosing a bot provider, it's really about what the implementation looks like. We were focused on the ease of use with building and on the quality of the product features. That's where Ultimate won."
Mimi Erlick, Senior Program Manager at Taskrabbit
Source: Customer Support Automation Powered by Generative AI | Ultimate
"Changing monthly payments, updating an address: We analyzed our data and found 70% of all customer questions could be grouped into 5-6 topics. These turned into the intents we began automating first."
Bob Molenaar, Digital Experience Manager at Vandebron
Source: Customer Support Automation Powered by Generative AI | Ultimate
"Our complex use case seems to work beyond expectations. I have experience with competitors' products and from my personal POV, it seems Ultimate's AI algorithm is a step ahead."
Atte K
Source: Customer Support Automation Powered by Generative AI | Ultimate
"The biggest benefit is scalability. The bot instantly took 39% of all requests from the shoulders of our agents. That's the benefit of first-class onboarding."
Martin F, Head of Customer Support
Source: Customer Support Automation Powered by Generative AI | Ultimate
"Intuitive UX and great customer service! We received great and consistent support throughout the bot building process. Building the bot was easy thanks to the great back-end UX."
Joel H, Product Manager
Source: Customer Support Automation Powered by Generative AI | Ultimate
"The best part is the ease of getting started without any hassle. I like the way it smoothly integrates with our CRM. Automation truly at its best."
Satvik J, CEO
Source: Customer Support Automation Powered by Generative AI | Ultimate
"What we liked most was the ease of creating a working chatbot environment in multiple languages with a deep and seamless API integration."
Kevin v. R, Information Systems Specialist
Source: Customer Support Automation Powered by Generative AI | Ultimate
"Working with Ultimate is a pleasure. They understand our needs and help us achieve our goals in a quick and efficient manner. They are an extension and an enhancement to our team."
Sumaira A, Senior Product Owner
Source: Customer Support Automation Powered by Generative AI | Ultimate
"Having AI agents was helpful to greet customers with certain information and provide some level of call deflection for the most common questions. Where do I make a payment? Where is my customer portal?"
Jennifer Schmitt, Senior Director of Customer Care and Operations at Rhythm Energy
"Quick solutions–like answers given by AI agents–help free up our agents to spend more time with customers that need tailored help for more in-depth queries."
Lucy Hussey, Customer Service Manager at Motel Rocks
"AI agents are perfect for our customers that need help when our agents are offline. They can interact with the bot to get answers quickly. Instead of sending us an email and waiting until the next day to hear from us, they can get answers to their questions right away."
Trishia Mercado, Senior Manager, Member Engagement Team at Photobucket
"When the demand for help quadruples overnight, our CS simply can't scale up without automation. In the busiest times, our AI agent has been handling hundreds of queries simultaneously, with a bot handled rate around 70%."
Satu Karaksela, Service Manager (Digital Customer Service) at Finnair
Source: How Finnair navigated a 900% increase in requests with chat automation
"He understood what my questions were and was available to help us every day. I'd rate the support we got from Ultimate a million out of ten."
Mimi Erlick, Senior Program Manager at Taskrabbit
Source: How Hello Sugar reached a 66% automation rate with our hybrid solution
"We've appreciated the ability to update our bot on the fly to change the experience as needed. For example: if we notice a trend in clients experiencing carrier delays, we can update the bot to begin giving clients with this inquiry-type additional context about what's happening."
Michael Peters, Business Systems Lead at Stitch Fix
Source: How Vandebron scaled their chat support by 150% without scaling their team
Customer Stories
Lush
Problem: Unable to expand Customer Care team during pandemic and global recession
Value Add: Ultimate helped automate repetitive questions, making agents' jobs easier
Outcome: Achieved 60% first contact resolution rate and 93% CSAT
Source: Customer Support Automation Powered by Generative AI | Ultimate
Finnair
Problem: Needed to handle increased support volumes more efficiently
Value Add: Ultimate's AI automation enabled faster responses and increased agent output
Outcome: Achieved 49% automation rate, 900% increase in volumes handled, and 30% faster responses across all cases
Source: Customer Support Automation Powered by Generative AI | Ultimate
Hello Sugar
Problem: Needed to scale customer support for rapid business growth without expanding reception staff
Value Add: Ultimate's automation allowed for handling increased support volume while improving customer experience
Outcome: Achieved 66% automation rate, $14K monthly savings, and ability to grow from 81 to 160 salons without increasing reception staff
Source: Customer Support Automation Powered by Generative AI | Ultimate
Taskrabbit
Problem: Needed an easy-to-implement bot solution with quality product features
Value Add: Ultimate provided an easy-to-use bot building platform with high-quality features
Outcome: Achieved 28% deflection rate and 100% first contact automation rate
Source: Customer Support Automation Powered by Generative AI | Ultimate
Vandebron
Problem: Needed to automate common customer inquiries to handle increased support volume
Value Add: Ultimate helped automate 5-6 main topics that covered 70% of all customer questions
Outcome: Achieved 57% automation rate and 150% increase in volumes handled
Source: Customer Support Automation Powered by Generative AI | Ultimate
Rhythm Energy
Problem: Customers had common questions about payments and customer portal access.
Value Add: AI agents greeted customers with certain information and provided call deflection for the most common questions.
Outcome: Achieved a 46% increase in automated resolutions and a 50% reduction in agent escalations.
Motel Rocks
Problem: Agents were spending time on simple queries instead of more complex customer needs.
Value Add: AI agents provided quick solutions to common questions, freeing up human agents for more in-depth queries.
Outcome: Achieved a 50% reduction in ticket volume and a 43% increase in automated resolutions.
Photobucket
Problem: Customers needed help when human agents were offline.
Value Add: AI agents provided immediate answers to customer questions outside of business hours.
Outcome: Achieved a 30% reduction in ticket volume and a 96% customer satisfaction rate with AI agent interactions.
Discover Cars
Problem: Needed to automate customer support in multiple languages
Value Add: Ultimate provided UltimateGPT, which allowed them to instantly automate in 5 languages by connecting to their existing knowledge base
Outcome: Improved CSAT score from 68% to 73% and saved €128,000 annually
Source: How Vandebron scaled their chat support by 150% without scaling their team
Stitch Fix
Problem: Needed to update bot responses quickly based on changing customer trends
Value Add: Ultimate provided a flexible bot that could be updated on the fly to change the customer experience as needed
Outcome: Able to quickly update bot to provide additional context about carrier delays when noticing a trend in client inquiries
Source: How Vandebron scaled their chat support by 150% without scaling their team
HyperJar
Problem: Long resolution time for replacing lost cards
Value Add: Ultimate provided API integration capabilities
Outcome: Completely eliminated agent escalations for replacing lost cards, reducing resolution time from 20 minutes to under 2 minutes
Source: How Vandebron scaled their chat support by 150% without scaling their team
TeleClinic
Problem: Experienced a 500% increase in requests during the pandemic
Value Add: Ultimate provided a bot that could be continually tweaked and improved
Outcome: After three years of improvements, they're seeing over €100,000 in annual savings
Source: How Vandebron scaled their chat support by 150% without scaling their team
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