How SquadStack.ai’s Humanoid AI Agents Helped STAGE Achieve 86% CSAT and 70% Lower Support Costs

SquadStack.ai and STAGE Team Up to Enhance Customer Support Efficiency

SquadStack.ai recently partnered with STAGE, a leading regional OTT platform in India, to improve customer support operations. By integrating SquadStack.ai’s Humanoid AI Agent Stack, STAGE managed to achieve a 55% call deflection rate, an 86% customer satisfaction score, and cut support costs by 70% within six weeks.

Addressing Rising Support Demands

STAGE operates in Haryanvi, Rajasthani, and Bhojpuri languages, serving a growing user base. As call volumes surged, especially around payment deductions and refund inquiries, the support team struggled to keep up. This led to slower response times, missed calls, and negative feedback from users.

The deployment of SquadStack.ai’s AI agents provided 24/7 support that was both empathetic and efficient. These AI agents handled routine queries, freeing human agents to focus on more complex issues. This shift improved response times and overall support quality.

What Makes Humanoid AI Agents Different?

• Trained on over 600 million real customer conversations for natural, human-like interactions.
• Support for local dialects, ensuring customers feel comfortable and understood.
• Context-aware responses that personalize each interaction based on the user's journey.
• Ability to handle refund concerns with empathy while also recommending relevant new content.

This approach balanced problem resolution with customer engagement, enhancing both satisfaction and retention.

Results and Impact

According to Apurv Agrawal, Co-founder & CEO of SquadStack.ai, the partnership validated their goal of scalable, secure, and empathetic customer engagement. The AI agents deflected more than half of incoming calls, significantly lowered support costs, and raised customer satisfaction.

Traditional human agents often take several minutes per call, but SquadStack.ai’s AI agents managed an average handling time of just 46 seconds at STAGE, demonstrating that speed and empathy can coexist effectively.

Harsh Tripathi, Co-founder of STAGE, highlighted the challenge of managing increasing query volumes. Previous attempts like hiring more agents fell short of scaling consistently. With SquadStack.ai, nearly 90% of leads receive instant responses, and multilingual capabilities ensure users get support in their preferred language.

Security and Compliance

SquadStack.ai’s platform complies with strict Do Not Disturb (DND) regulations and meets ISO 27001 and SOC 2 standards. This makes it a secure solution for enterprises aiming to scale without compromising user trust.

What This Means for Customer Support Teams

For customer support professionals, this case highlights how AI can handle high volumes of routine queries efficiently while preserving the personal touch that users value. Leveraging AI agents can reduce operational costs and improve customer satisfaction scores.

Embracing AI solutions like the Humanoid AI Agent Stack can help your team focus on complex issues and provide faster, personalized service. If you want to explore AI tools and training that can boost your customer support capabilities, consider checking out Complete AI Training’s courses tailored for customer support roles.