Team
Support teams
The same question, twenty times a day, and the help centre article that already answers it
The article exists. It is accurate. Nobody reads it, because reading it means leaving the screen where the problem is. So the queue fills with a question the team has answered a thousand times, and the tickets that genuinely need a person wait behind it.
The numbers
60%
of customer service agents do not promote self-service to the customers they are helping
Gartner, June 2025
12%
of agents make explicitly negative remarks about self-service when it does come up
Gartner, survey of 5,801 customers, 2025
80%
of high-performing service organizations offer self-service, against 56% of low performers
Salesforce, State of Service, 2025
What ARCY sees
ARCY sits in the product rather than in the queue, so it reports the demand that never became a ticket, which is the part a help desk has no way to count.
- The screens questions come from, ranked by repetition
- The conversations that ended without an answer, which is the backlog worth reading
- Struggle signals: the repeated attempt, the long pause, the field filled and cleared
- Which product step is generating the queue, so the fix can go to the team that owns it
What ARCY does
ARCY answers on the screen where the question came up, through the chat surface and the flows your team authored. It is not a second inbox and it does not need a rota.
- Answers from the sources you approved, never from the open web, so it cannot invent a policy
- Walks the customer through the step with a published flow instead of linking an article
- Hands over cleanly when it cannot answer, rather than guessing at the customer's expense
What it measures
Some of your users never open ARCY at all. Same product, same customers, same window, no ARCY. The difference between them and the users ARCY helped is what the team can show for the tickets that did not arrive, measured rather than claimed as a deflection rate.
- ARCY compares the users it helped against the users it never touched
- Completion and contact volume in both groups, per flow
- Below a minimum group size the difference is withheld, and the counts still show
+36.3% activation lift on this flow
With ARCY
42.8%
1,204 users who ran this flow
Without ARCY
31.4%
2,910 users who never used ARCY
ARCY compares the users it helped against the users who reached the same step and never used it. Both are counted as finished the same way.
Related
Take the repeat question out of the queue
Book a walkthrough and we will look at your most repeated ticket and the screen it comes from.