Description
Ramp, a company dedicated to saving its customers time and money, has transformed its operations through an integrated platform that includes corporate cards, expense management, procurement, travel, and accounting automation. However, the company recognizes that delivering on its promise requires a customer experience that is equally robust. Ben Levick, who leads customer operations and conversational AI products at Ramp, emphasizes that support is not just about resolving issues but about helping customers derive more value from Ramp's offerings.
Read More
In 2023, Ramp developed an in-house AI assistant to handle simple inquiries. While the initial results were promising, the technical burden of maintaining the assistant became apparent. Ben noted that as they attempted to build multi-step workflows and user-specific actions, it became clear that support automation was not their core competency. They needed a partner focused on scaling this technology effectively.
The turning point for Ramp came when they sought to enhance their AI agent beyond basic Q&A functionalities. As they ventured into personalization—accessing user data and executing actions for customers—they realized that managing this complexity internally was not sustainable. This led them to Sierra, which provided an AI agent capable of evolving alongside Ramp's product. One of the key requirements was to maintain full engineering control without sacrificing speed. Sierra's Agent SDK allowed Ramp to write customer journeys as code, track changes, and build sophisticated logic while preserving their development workflows.
Collaboration with Sierra was equally important. Rather than functioning merely as a vendor, Sierra partnered closely with Ramp to co-develop the agent, which Ben described as culturally aligned and hands-on. This partnership enabled Ramp to move quickly while learning to independently build and maintain customer journeys. The trust and safety aspects of the infrastructure were also significant advantages, allowing Ramp to focus on creating great customer experiences while knowing that safeguards were in place.
Since launching the AI agent, Ramp has achieved a 90% case resolution rate through automation, significantly reducing routine ticket volumes and allowing support specialists to concentrate on complex cases. The agent supports a wide range of user-initiated and admin workflows, making operational tasks faster and more reliable. Ramp's rigorous quality assurance loop ensures that data from Sierra is fed back into product operations and knowledge management, enhancing both human and AI support capabilities. Looking ahead, Ramp plans to expand the agent across all support channels and explore new use cases, viewing AI agents as a fundamental part of their operations.
- CategoryAI Support Chatbots
Key Takeaways
AI Agent Development
Customer Support Automation
Personalization Capabilities
Agent SDK for Customization
High Case Resolution Rate
Collaboration with Sierra
Quality Assurance Loop
User and Admin Workflow Support
What This Case Study Demonstrates
- Customer Support Automation
- Operational Efficiency
- Personalized Customer Experience
- Quality Assurance in AI
- Cross-Functional Collaboration
