Triviat AI

BACKGROUND

Introduce your business and what you do there.

I’m the head of customer support at MacPaw, an IT company that develops software solutions to help users optimize, maintain, and enhance their devices.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Triviat AI to accomplish for MacPaw’s customer support or software solutions?

We needed help implementing several AI-powered solutions across our customer support operations.

SOLUTION

What was the scope of their involvement?

Triviat AI has helped us integrate AI tools that automate and streamline communication while keeping our agents involved when needed. One of the key implementations has been an AI email translation assistant integrated with Zendesk. The system automatically detects the customer’s language, translates incoming emails into English for our agents, and allows replies to be sent back in the customer’s original language.
Moreover, Triviat AI has implemented an AI chatbot for our ClearVPN product using Intercom. The bot uses our knowledge base to answer common customer questions and successfully handles the majority of requests before escalating conversations to an agent when necessary. The handover process is smooth and ensures customers always receive the support they need.
Additionally, Triviat AI has deployed a voice AI assistant for our Setapp support line, integrated with Freshcaller. The AI greets callers, handles initial inquiries, and transfers calls to a live agent when required.

What is the team composition?

We’ve worked with 2–5 teammates from Triviat AI.

How did you come to work with Triviat AI?

We found them through an online search and a referral. We chose them over other options because they were a great culture fit, offered good value for the cost, and had company values aligned with ours.

How much have you invested with them?

The project cost is confidential.

What is the status of this engagement?

We started working with them in January 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Triviat AI has delivered reliable integrations and handled the technical implementation end-to-end. Their team is responsive, knowledgeable, and focused on creating solutions tailored to our workflows. 
The AI systems have already improved the efficiency of our support operations, and we plan to integrate them across additional MacPaw products in the future. For example, 60% of our requests have been automated, and we’ve seen completely automated voice assistance support, reducing pickup time to two seconds.

How did Triviat AI perform from a project management standpoint?

Triviat AI’s project management is absolutely amazing. They deliver on time and listen to our feature requests. We communicate via virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

Triviat AI’s unique mix of flexibility and strong result delivery is impressive.

Are there any areas they could improve?

No, everything has been great.