FintechSourced

Case Study: Carmoola doubles end-to-end resolution from 30% to 60% with Lorikeet

Carmoola Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Carmoola

Industry

Fintech

Challenge

Rigid knowledge-base automation resolving only a third of inbound queries

Headline result

Carmoola doubled inbound conversations resolved end-to-end from 30% to 60% and resolved 90% of outbound conversations end-to-end, lifting one conversion metric by 60%, with Lorikeet's AI agent Katie.

Key results

60%

Inbound conversations resolved end-to-end

up from 30%

90%

Outbound conversations resolved end-to-end

+60%

Conversion metric uplift

proactive outreach

The challenge

Carmoola's existing automation used rigid, form-driven prompts and resolved only about 30% of inbound questions, lacking the personality and depth of interaction its customers expected.

The solution

Carmoola deployed Katie, a Lorikeet AI agent across WhatsApp, chat, and email, with a brand-aligned personality, contextual memory, and FCA-regulated decision-making for financial guidance.

“It's like having your best agent on their best day, available all the time.”
LB
Lucinda Bentley
Head of Customer Operations, Carmoola

The results, in context

Inbound conversations resolved end-to-end rose from about 30% to 60%. Katie's proactive outbound outreach resolved 90% of those conversations end-to-end and lifted one conversion metric by 60%, at a higher satisfaction level.

Products used

Lorikeet Lorikeet AI Agent