# 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](https://www.zendesk.com/customer/fortnum-mason/), February 2026. Captured by usedby on 2026-10-05.

- Company: [Fortnum & Mason](https://www.usedby.ai/companies/fortnum-mason.md)
- Tool: [Zendesk AI](https://www.usedby.ai/tools/zendesk-ai.md)
- Teams: Customer Success, Customer Service
- Customer since (as the page says): STARTED USING ZENDESK 2019

## What the story says

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.

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

- **41 percent**: “responding to 41 percent of all inbound contact”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 75 percent is printed word for word on the page, near the name of Fortnum & Mason.
- Checked: the passage quoted above is copied word for word from the page, near the name of Fortnum & Mason.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Fortnum & Mason uses Zendesk AI. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/fortnum-mason-zendesk-ai · How we check: https://www.usedby.ai/methodology