CardCash cut its average customer-service response times by more than 90% after combining AI tools with staffing and workflow changes, parent company Giftify said in an October 1 announcement. [S01]

The company describes a support operation handling approximately 5,000 tickets a month. It says the improvements required neither additional headcount nor an increase in overall staffing costs, but supplies no absolute before-and-after response times or measurement period.

Information gathering before the agent handoff

The AI-assisted system reviews incoming requests, identifies missing information and prompts customers for details before a case reaches the support team. Giftify says it can also retrieve available account or support information and route the request to the appropriate team. [S01]

That moves part of the work earlier in the support process. The stated aim is to reduce repeated exchanges between customers and agents, so staff receive a more complete request when they begin handling it.

Staffing and follow-ups changed alongside the software

CardCash also redistributed existing staffing across the week to match demand, reserved agent time for unresolved cases and reviewed its response templates. Giftify attributes the result to the combined changes rather than isolating an effect from AI alone. [S01]

CardCash operates a secondary gift-card marketplace where customers can buy and sell cards. Giftify describes its catalogue as covering more than 1,100 retailers. The support announcement concerns servicing that business.

A response-time improvement alone does not establish faster final resolution, greater accuracy or higher satisfaction. The release gives no independently verified measures of those outcomes. Giftify says CardCash plans further investment in practical AI applications and operating improvements. [S01]