Use case
Customer support
The ticket is written on the screen where the answer should have been
Somebody gets stuck on step four, cannot find the answer, and opens a ticket describing step four. A person then reads it, opens the same screen, and types back the sentence the product could have shown at the moment they stopped. You pay for the round trip every time.
The numbers
$13.50
median cost of a single agent-assisted contact across industries
Gartner customer service benchmarks, cited by MavenAGI
by 2027
self-service and live chat overtake phone and email as the top customer service channels
Gartner, survey of 5,801 customers, August 2025
75%
of customer experience leaders expect most interactions to be resolved without a person
Zendesk, CX Trends
What ARCY sees
ARCY watches the product, not the inbox, so a question that never became a ticket still counts. That is the half of demand a help desk cannot report on.
- The screens people ask from, ranked by how often the same question comes up
- The conversations that ended without an answer, which is the list worth reading
- Struggle signals: the repeated attempt, the long pause, the field filled and cleared
- Which product step is generating the contacts, not just which agent closed them
What ARCY does
ARCY answers inside the product, at the moment and on the screen the question was asked, through the chat surface and the flows your own team authored. It is not another inbox to staff.
- Answers from the sources you approved, never from the open web
- Walks the customer through the step with a flow your team published, instead of describing it
- Hands over cleanly when it cannot answer, rather than guessing
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 the contact volume ARCY absorbed, and it is measured rather than estimated from deflection rates.
- 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
See which screen is writing your tickets
Book a walkthrough and we will look at where your contacts are actually coming from, using your own numbers.