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Fresha resolves 80% of customer support tickets automatically

Published on
19/3/2026
Amended on
19/3/2026
0
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Odyssey 2021
Fresha resolves 80% of customer support tickets using AI
With over a billion appointments booked across 120 countries, Fresha is the world’s leading booking platform for beauty and wellness services. The London-based company, which is part of the Vintage Altaroc Odyssey portfolio, has just announced that 80% of customer support tickets are now resolved automatically by its AI, Nova.
By
Antoine Orsoni
Antoine Orsoni
Fresha resolves 80% of customer support tickets automatically
This article has been automatically translated. Please excuse any inaccuracies or translation errors.
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Handling thousands of support requests every day, Nova provides fast, accurate, and context-specific responses, achieving an exceptional customer satisfaction score of 4.6 out of 5. This result places Fresha among the highest-rated support experiences in the entire SaaS and technology industry.

This breakthrough marks a significant milestone for AI-powered SaaS software and reinforces Fresha’s position as the most advanced, scalable, and intelligent platform dedicated to the beauty and wellness industry.

Nova leverages advanced artificial intelligence, machine learning, and natural language processing technologies to provide instant, accurate, and context-aware support to Fresha’s global network of over 450,000 professionals. By automatically resolving the majority of incoming requests, Nova has significantly reduced response times while maintaining high levels of quality and customer satisfaction. The result is a faster, smarter, and more efficient support experience that operates seamlessly across different markets, time zones, and business types.

With over 140,000 business clients, Fresha is one of the most technologically advanced companies in the beauty and wellness sector. Thanks to its expertise in artificial intelligence—which gave rise to Nova—the London-based company achieves a higher customer satisfaction rate than other companies that rely entirely on human agents to handle support tickets. “At Fresha, we’ve always believed that the best technologies should be so seamless that you forget they’re even there. The AI agent Nova doesn’t just automate support—it elevates it. When over 80% of support interactions are handled by AI with a satisfaction rate comparable to that of the world’s best human teams, this isn’t just an incremental improvement. It’s a true paradigm shift for our industry,” says William Zeqiri, founder and CEO of Fresha.

Furthermore, Fresha’s expertise in AI extends beyond customer support. The company has also deployed advanced AI-powered security agents that proactively monitor transactions, detect anomalies, and prevent malicious activity, blocking 99% of fraud attempts on the platform.

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