How Helpshift helped TopHatch revolutionize their support flow with their Care AI Agent

How TopHatch deployed a Helpshift Care AI Agent with multilingual capability in hours and achieved 62% Full Automation Resolved in just a few days.

TopHatch is the creator of Concepts, an award-winning infinite canvas sketching and design app used globally by architects, designers and visual thinkers for flexible, vector-based sketching and ideation. The app is trusted by leading creatives and teams at Disney, PlayStation, Nike, Unity, Apple, and Philips.

How Helpshift helped:

As a Helpshift customer since 2015, TopHatch already had a strong support foundation in place. By implementing the Care AI Agent, TopHatch was able to introduce intelligent automation into its support workflow without a lengthy deployment period.

Deployed Care AI to iOS and web with Multilingual capabilities in a few hours.
Set-up an “Ask me Anythingˮ concierge handllng all incoming support requests reducing the time to first response and resolution.
Went from zero automation to 62% full automation resolved in a matter of days.
Reduced the Time to First response and resolution time.

Challenge & Goals

TopHatch was managing their support inquiries with a lean team and no automation. Achieving fast responses and resolutions was a challenge. The team needed a solution that could scale support operations with low effort to deploy while continuing to deliver a high-quality customer experience across multiple languages.

The real value is the speed at which it can provide answers. If we can deliver the right answer to a large proportion of users quickly, even if every response isnʼt perfect, that responsiveness is what truly delights our customers.

David Brittain

Co-founder & CEO - Concepts

61.5%

Fully Auto Resolved (from 0)

84%

Faster Time to First Response

47.5%

Reduction in Time to Resolve

Key Success Factors

Comprehensive and Well-Structured Knowledge Base:

TopHatch entered the project with a rich library of FAQs that were clearly written, well-organised, and easy to navigate. They further strengthened the AI Agentʼs knowledge base by providing their complete product user manual.

Clear Content and Response Guidelines

TopHatch had a strong vision for how the AI Agent should communicate with users. They provided clear requirements around response formatting, tone of voice, and writing style, which helped ensure consistency and alignment with their brand experience.

Focus on User-Friendly Responses

TopHatch placed particular emphasis on response structure. For example, instructional content was required to be presented using concise bullet points rather than long paragraphs, making guidance easier for users to follow and improving the overall support experience.

The ability to deploy within hours and iterate quickly has significantly increased our capacity to roll out automation. We can now test, learn, and improve at a pace that simply wasnʼt possible before.

Lizzie Brough

Chief of Staff - Concepts