Skip to main content
usedby
Search tools, companies

How Fortnum & Mason uses Zendesk AI

75 percent

“average handling times drop by 75 percent, live chat processing times decrease by 90 percent”

As published on zendesk.com, February 2026. Captured by usedby on Oct 5, 2026.

What happened

Fortnum & Mason, a London retailer, uses Zendesk AI agents alongside Zendesk Messaging to handle simple customer inquiries and escalate more complex ones to live agents. It also uses Zendesk Sandbox to train new and seasonal agents.

Summary written by usedby from the source page, in English. The figures are those of Zendesk AI and Fortnum & Mason, not ours.

  • 41 percent“responding to 41 percent of all inbound contact”

And where end-to-end handle time used to stretch beyond an hour, it now averages about 15 minutes—an impressive 75 percent decrease.

From the page. zendesk.com, captured Oct 5, 2026

I love that the AI really understands the tone and context of customer inquiries. It knows when to escalate a ticket to a live agent—that way, our agents can really focus on customers with more complex interactions.

Rhonda Floyd, Head of Customer Success at Fortnum & Mason, Fortnum & Mason. Source, captured Oct 3, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 5, 2026.

  • The figure: 75 percentCheckedPrinted word for word on the page, near the name of Fortnum & Mason.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Fortnum & Mason.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Fortnum & Mason uses Zendesk AICheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

56 percent“a reduction by more than 56 percent”IRC-CEO uses Zendesk AI. Another customer of Zendesk AI80 percent“automating up to 80 percent of repetitive inquiries”TeamSystem uses Zendesk AI. Another customer of Zendesk AI50 percent“more than 50 percent of Babbel’s tickets are automated through AI agents”Babbel uses Zendesk AI. Another customer of Zendesk AI