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LLAMA 3.1 8B
Smartly
80%
less time to create support tickets50%
less time to draft customer resolution messages*All results are self-reported and not identifiably repeatable. Generally, expected individual results will differ.
CASE STUDY
Llama-powered generative AI agents automate ticketing and help technical support deliver excellent customer service
At a glance
Industry
AdvertisingUse case
Automating customer support ticketing and communicationsGoal
Enable better and faster customer support for a growing customer baseLlama version
Llama 3.1 8BDeployment
On-premises KubernetesTHEIR STORY
The AI-powered advertising platform that produces at scale
Smartly is an AI-powered advertising technology company that manages nearly five billion dollars in ad spending for more than 700 brands worldwide. Its platform seamlessly integrates the capabilities of media, creative and intelligence to reach and engage consumers and learn what performs best. Providing excellent customer service and technical support is a core Smartly value and competitive advantage in the marketplace.
THEIR GOAL
Free up technical support agents for improved customer service
The Smartly Support Operations team works behind the scenes to provide world-class technical and customer support. In addition to serving customers, the team managed support processes and communications, including manually creating tickets and composing resolution messages. As the Smartly platform grew, support processes became unmanageable, driving the team to look for ways to reduce workloads and save time with AI.
THEIR SOLUTION
Llama-powered AI agents for automated ticketing and communications
After testing several competing models for the application, Smartly chose open-source Llama, which showed superior performance, flexibility and ease of integration.Using Llama 3.1 8B, the team created an agent capable of populating multiple ticketing platforms, retrieving engineering and support notes and then summarizing complex technical issues. Thanks to Llama’s nuanced natural language understanding, the application could also generate customer resolution messages that maintained a professional, on-brand tone while clearly explaining technical topics.
The Smartly agent ingests customer issues and generates trouble tickets automatically.
THEIR APPROACH
Customized agents deployed on-premises for maximum data privacy
Llama 3.1 8B required no training or fine-tuning. The team delivered the quality responses they needed using basic prompt engineering and few-shot learning. The prompt template and context provided clear instructions, including formatting examples (such as ticket titles and descriptions), subject matter context and writing style.Smartly deployed the solution on their private, on-premises Kubernetes environment. Deploying locally kept them in complete control of their data and their customers’ information. The model and prompt template integrated seamlessly with Smartly’s existing platform, so other applications could easily access AI services.
Smartly used Llama in a private, local deployment that automates ticketing and resolution messages.
THEIR SUCCESS
Support staff spend more time helping customers, less time chasing tickets
By taking on repetitive, meticulous tasks, the Llama-powered AI agents have fully automated support ticket creation, giving the support team time back to help customers one-on-one. Customer satisfaction scores for Smartly technical support are up, and support agents are happier.
Projected results:
- 80% less time to create support tickets
- 50% less time to draft customer resolution messages
“As an open-source platform, Llama gives us the flexibility to run on our private infrastructure and stay competitive without the high costs of proprietary software. With Llama, organizations like ours can innovate rapidly, create custom solutions and adapt quickly.”
Erik Karsten — Smartly DevOps Engineer
“In addition to time savings and increased customer satisfaction, we’ve seen a notable boost in our support agents’ satisfaction. Our team is more motivated and confident, which strengthens our ability to deliver exceptional customer support.”
Talia Jefferies — Global Partner Manager, Smartly
“The open-source approach allowed us to stay updated with the latest developments, including switching from Llama 2 to Llama 3 mid-project. It also helped us find answers to running Llama on both CPU and GPU, optimizing our infrastructure for better performance.”
Tatiana Kuumola — Solutions Engineer, Smartly
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