How a leading financial services firm's Customer Success team eliminated manual knowledge searches, automated CRM updates, and cut ticket resolution time from 18 minutes to under 4 minutes - using SmartCall's autonomous AI agent.
Faster Resolution
18 min → under 4 min per query
Less Manual Search
AI retrieval in under 2 seconds
Auto Ticket Creation
1-click confirm, zero data entry
Reema leads the Customer Success team at a leading financial services firm managing institutional client relationships across products including trade finance, treasury management, and compliance reporting services.
Reema's team was skilled at client relationships - but during every call, agents were forced to context-switch between four or five systems: the internal knowledge base, the CRM, the product documentation portal, the ticketing system, and the call interface. By the time they found the right answer, the client had already waited too long.
Manual CRM updates and ticket creation after every call added 8–10 minutes of post-call administrative work per interaction. With 300+ queries per day, this was consuming thousands of hours of productive capacity monthly - and client satisfaction was suffering as a result.
LuMay deployed SmartCall, an autonomous AI agent that operates alongside customer success agents during every interaction. SmartCall listens in real time, retrieves the most relevant knowledge base answers instantly, pulls live CRM context for the client on the call, and automatically creates or updates support tickets - all without the agent needing to switch a single screen.
SmartCall detects the client's query context and instantly surfaces the most relevant answers from the internal knowledge base - ranked by confidence and product relevance.
As the call begins, SmartCall retrieves the client's full CRM profile - account history, open issues, product subscriptions, and prior interactions - giving the agent complete context within seconds.
SmartCall automatically drafts and creates a support ticket from the call summary - pre-populated with issue type, priority, and routing - requiring only one-click agent confirmation.
Every metric exceeded LuMay's published performance benchmarks - delivering compounding ROI from day one.
Average resolution time dropped from 18 minutes to under 4 minutes - a 4× improvement that directly maps to LuMay's 3–5× faster workflow benchmark. Agents now spend their time on relationship-building, not searching.
Client satisfaction scores jumped 55% as clients experienced faster, more accurate, and more consistent responses. Agents freed from manual searching could fully focus on the client conversation.
SmartCall autonomously generates 87% of all support tickets directly from call context - pre-populated with issue classification, priority level, and routing rules. Agents confirm with a single click.
Knowledge retrieval - previously the single biggest time drain in each interaction - was reduced by 78%. SmartCall delivers ranked, confidence-scored answers from the knowledge base in under 2 seconds.
Before SmartCall, my team was spending more time searching for information than actually helping clients. Now SmartCall surfaces everything they need in real time - the right answer, the client's CRM history, and the ticket is already drafted before the call ends. Our CSAT scores have never been higher, and my team actually enjoys their work again.
Reema's team transformation with SmartCall is proof that AI-powered workflow automation delivers compounding ROI across people, process, and client experience simultaneously. A single SmartCall deployment reduced resolution times by 4×, increased CSAT by 55%, automated 87% of ticket creation, and freed 78% of agent time from manual knowledge retrieval.
This is not a productivity tool - it is a capability multiplier. LuMay's autonomous AI agents don't just help customer success teams work faster; they elevate what those teams can deliver entirely.
See how LuMay's autonomous AI agents can deliver similar results for your enterprise.
A focused strategy call with our enterprise AI experts to assess your workflows and identify high-impact opportunities.
Receive a tailored analysis showing projected cost savings, efficiency gains, and automation potential for your use case.
Get a clear, actionable roadmap - from pilot deployment to full-scale production across your enterprise.
Every deployment is built with compliance, governance, and data security as foundational requirements.
Tell us about your enterprise and we'll tailor a demo to your needs.
