Antagonist, a leading hosting company in the Netherlands with over 50,000 active customers, is dedicated to delivering exceptional customer experiences.

Background: A small team, thousands of queries

With a small team managing thousands of customer queries each month, Antagonist recognised the need to enhance their support capabilities. Observing the success of an emailbot implemented by their sister company, one.com, Dennis Scholing at Antagonist quickly saw the potential benefits for their own operations, immediately saying “We need this!”

Solution: Integrating and AI-driven Emailbot

Inspired by one.com’s success, Antagonist adopted SupWiz’s (later acquired by Puzzel) emailbot for their own operations. Designed for ease of use and requiring no IT expertise, the Emailbot integrates seamlessly into existing support frameworks, making it straightforward to implement and maintain. 

Results: Streamlined Support with Enhanced Efficiency

With only a few agents handling thousands of queries, Antagonist has significantly benefited from the AI assistance provided by their emailbot, named Robin. During periods of limited agent availability, such as due to illness, Robin offers crucial support, ensuring continuous and high-quality customer service. 

The Emailbot has streamlined query management, efficiently addressing common issues such as login problems, payment queries, account settings, and cancellations. This efficiency has allowed Antagonist to maintain exceptional service levels while managing their resources effectively. As Dennis Scholing notes, “The Emailbot has brought a new level of efficiency to our support team delivering great customer support even with limited human resources.” 

Additionally, the bot is easy to maintain, requiring no IT expertise. Dennis explains: “We spend 2 hours per week maintaining the bot, allowing our support agents to focus on what matters most – delivering great customer service to our customers.” He also expresses enthusiasm about future plans, stating, “It is really helpful to have a robot in our team now, and we’re excited about our plans to expand its functionality in the future!” 

Looking ahead, Antagonist plans to extend their AI capabilities to cover additional topics and implement a chatbot to support customer queries across other communication channels.