About AU10TIX
AU10TIX is a leading provider of AI-powered identity verification and fraud prevention solutions. Specializing in automated ID verification, document authentication, and biometric verification, AU10TIX helps businesses ensure compliance, reduce fraud, and streamline customer onboarding. The company offers its identity verification solutions to enterprises across various industries, including financial services, fintech, travel, e-commerce, gaming, and mobility.
The Challenge
Due to the complexity of support tickets, AU10TIX’s NOC team had an average response time of 200 minutes - a figure considered standard in the industry. The team discovered that the most time-consuming part of ticket resolution was locating the relevant information. This insight led them to search for a solution.
“When reviewing the time spent on each step in solving customer issues, we found that finding relevant information was the most time-consuming task. This led us to look for a solution in the market”
Market Overview
Shachar’s search for a technological solution focused on two main requirements: reducing search time and integration with their Salesforce workspace. The different solutions reviewed by AU10TIX didn’t meet these needs.
“Unleash had all the required AI capabilities, but initially, it didn’t work within Salesforce. However, because we requested it, they made it happen, delivering a solution that ticked all the boxes. That was amazing”
Partnering with Unleash
During live demos, especially with enterprise clients, Eden finds Unleash invaluable. These calls often include multiple team members from the enterprise customer, making it impossible to be fully prepared for every question in advance:
“This result was a game-changer for us. When other departments like marketing and pre-sales learned that we had a tool that could answer any question, they wanted to try it. Now, they use Unleash daily.”
The Impact on AU10TIX’s Support Team
With Unleash, AU10TIX decreased their MTTR (Mean Time to Resolution) from 200 minutes to just 12 minutes - a 94% reduction - setting a new industry standard. This improvement had a significant impact on resolution time and customer satisfaction.
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