Captions · AI video editing app
Let an AI agent answer easy questions and pass hard ones to a person with the full chat
Support team half the size it would be; 58-second first reply; no layoffs
Workedcustomer-support
What they did
After evaluating every AI agent/chatbot on the market, Captions chose Parahelp, which tag-teams every incoming message with human agents: it answers easy ones and hands off complex ones. Program what it must not answer (e.g. 'give me Captions Max free for lifetime'). On handoff the human sees the whole conversation so the customer never repeats themselves. It drafts answers from two sources: up-to-date help center docs (Mintlify) and the most recent human agent replies, so docs must be kept current. Humans get 2-4x more time per interaction to build rapport.
What happened
Team would be about twice as big without AI; no one let go; humans spend more time per customer.
- Stage
- Scale (scaling)
In their words
Sub Club by RevenueCat · How to Reduce Churn & Boost Growth with Fast, Empathetic Customer Support — Eli Winderbaum, Captions“And now, this AI agent is working in concert with the rest of my team to basically tag team every single message that comes in. If it's fairly easy to answer,”
“I think it's very important to program what not to answer, right?”
“It takes our help center documentation, because that has to be up-to-date, and then it takes our most recent human agent responses, and then crafts a response.”
“If it were not for AI, I think our team would be twice as big.”
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