How Matas turned SiteSage into the daily workflow of their customer support team.
AI Accuracy Development
Category Improvement
Low adoption traced to agent working Fraud Detection: workflow understood, AI updated, 0% → 47% use rate next day.
First Perfect AI Adoption
An agent used SiteSage's AI suggestions unmodified for an entire week: zero edits to AI output.
First Customer Reference
Matas was so happy with SiteSage that they vouched for us and introduced SiteSage to ILVA.
Where SiteSage shows up in every ticket
Every first ticket response uses SiteSage's AI to assist. Reply is drafted, agents review, refine, and send - AI learns from Agent changes.
Process-heavy follow-ups still benefit from predefined macros - currently improving AI to make macros redundant.
Readiness by ticket type
Product Information
Order Tracking
Store Information
Returns & Exchanges
Delivery Questions
Membership & Loyalty
Complaints
Fraud Detection
Anti-Spam / Phishing
Thank-You Messages
The team is key for success
Adoption isn't enforced - it's earned. Here's what the team says.
"It drafts what I'd already write, I just hit send."
"I trust SiteSage on product questions more than my own memory."
"The first AI tool that actually saved me time on day one."
Matas SiteSage
And they're spreading the word. Three referenced customers and counting.