From 50,000 support tickets to 84% answer rate. How Jane uses Copilot.

Jane makes it easier for health practitioners to book, chart, schedule, bill, and get paid. As a rapidly scaling business, they needed something to help them stay on top of support tickets. 

So I sat down with Meg Larente, who runs Knowledge Operations at Jane to find out how they chose Command AI.

The Problem

"Our business scaled up rapidly, and our support team needed to grow continually to meet the demand. We were receiving over 50,000 support tickets per month. While we built an extensive knowledge base both internally and externally, we received feedback that users were struggling to find quick answers. We needed an AI support solution to instantly pull those answers from our documentation to help our customers and team find what they needed in the moment."

The Solution

Jane relies on Command AI’s Copilot interface as their users’ first port of call when they need any assistance before they get to a member of the support team. 

We conducted a head-to-head comparison of various AI chatbots, and Command AI's Copilot immediately stood out among the competition. One standout feature was its ability to identify when a subpar answer was due to missing or outdated help docs, creating a valuable feedback loop for improving our documentation. Additionally, we wanted a long-term partner aligned with our future growth goals, and Command AI’s team was the best fit. They have a similar approach to support as we do, and we appreciate their quick responses and honest answers to our questions."

Seeing a demo of Copilot in action was a game-changer for Jane. Its effectiveness in providing instant answers and reducing ticket volume was immediately clear, so they decided to implement it.

“The implementation process was smooth, and we appreciated the customization options that allowed us to tailor the tools to our brand. The ability to deliver high UX standards without intrusive pop-ups was a significant advantage. We’ve used other products, but they often required extensive customization to meet our needs. Command AI, on the other hand, worked seamlessly from the start.”

The Result

“My favorite aspect of HelpHub (Command AI’s resource product) and Copilot is how they have connected us to our customers in a whole new way. Their analytics have given us invaluable insight into the types of questions customers are asking and where we can make improvements to our resources, and to our product, to better serve their needs. The feedback from our users has been overwhelmingly positive. They appreciate the quick and accurate answers the AI chat provides, enhancing their overall experience with our product."

During a training session, I tried to demonstrate what to do when you get a fallback response, but I had trouble getting wrong answers, which speaks volumes about the accuracy and reliability of Copilot.”

In Meg’s words, Copilot has been “CRUSHING IT.” (🥹)

Answer rate drastically improved over just a few months, she says. “We’ve reached the highest copilot answer rate that we’ve seen since we launched. It’s now at 88%. We started in the 60s.”

How did they do it? A couple of ways:

• With the time saved from answering tickets, 2 regular team members are able to carve out time every week to regularly check in on Copilot’s performance. There’s an internal process to spot documentation gaps and quickly fill them.
• Jane hosts AI sprints from time to time with the broader team to jump into Copilot responses and fix their docs (because Copilot is only as good as the data it is trained on, and part of our product helps identify content that is missing or potentially outdated).  They see pretty big jumps in answer rate after each sprint.