{"id":1469,"date":"2025-07-31T13:45:21","date_gmt":"2025-07-31T13:45:21","guid":{"rendered":"https:\/\/helpcrunch.com\/case\/?p=1469"},"modified":"2026-02-26T15:57:41","modified_gmt":"2026-02-26T15:57:41","slug":"mathema-me-eng","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/case\/mathema-me-eng\/","title":{"rendered":"Mathema EdTech platform automatically handles 45% of requests using AI Agents"},"content":{"rendered":"\n<p><a href=\"https:\/\/mathema.me\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\">Mathema<\/a> is one of the largest EdTech platforms for online math tutoring. Every month, more than 12,000 students from various countries attend over 55,000 one-on-one lessons with 1,000+ tutors.<\/p>\n\n\n\n<p>This scale means tens of thousands of support requests each month from students, parents, and teachers.<\/p>\n\n\n\n<p>To maintain high-quality service amid this growth, Mathema\u2019s team turned to automation \u2014 and it paid off. Today, a significant portion of requests are successfully handled by AI, without compromising the human touch.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Challenge<\/h2>\n\n\n\n<p><strong>2022<\/strong><\/p>\n\n\n\n<p>By 2022, Mathema already had more than 1,000 students and over 100 tutors. Requests were coming in from all channels: chat widget, Telegram, Viber, email, and social media.<\/p>\n\n\n\n<p>Things got even more complicated as Mathema prepared to launch in new markets. They needed to rapidly scale support operations across new languages and time zones.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cSometimes parents would write in the middle of the night, a tutor couldn\u2019t find a link, and we were trying to handle everything manually. We knew: either we automate or we drown.\u201d<\/em><\/p>\n<cite>                                                                                                                                   <strong>Maryna Zaitseva<\/strong>, Head of Support &amp; Operations at Mathema<\/cite><\/blockquote>\n\n\n\n<p>This added pressure on the team and required an even more flexible approach to handling inquiries.<\/p>\n\n\n\n<p><strong>2025<\/strong><\/p>\n\n\n\n<p>In 2025, the company faced a new challenge: rapid growth of its student and tutor base across several markets and languages began to exponentially increase the volume of lessons and support requests.<br>For comparison: from 6,000 requests per month in 2022 to up to 30,000 in 2025.<\/p>\n\n\n\n<p>There were only two options: either scale the support team proportionally, or implement deeper automation with AI solutions.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Solution<\/h2>\n\n\n\n<p><strong>2022<\/strong><\/p>\n\n\n\n<p>At the start, Mathema chose <strong>HelpCrunch<\/strong> as its main customer communication platform. Key reasons included:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Support for multiple channels in a single interface \u2014 from messengers to social media<\/li>\n\n\n\n<li>Simple pricing model<\/li>\n\n\n\n<li>Automated chatbot workflows and trigger-based messages<\/li>\n\n\n\n<li>A knowledge base with AI-assisted editing and article adaptation<\/li>\n\n\n\n<li>Flexible API integration with their own CRM<\/li>\n<\/ul>\n\n\n\n<p>This significantly reduced manual effort in handling requests, streamlined onboarding of new managers, and \u2014 most importantly \u2014 reduced the average first response time.<\/p>\n\n\n\n<p><strong>2025<\/strong><\/p>\n\n\n\n<p>In early 2025, Mathema became one of the first companies to test the beta version of <strong>AI Agents<\/strong>. They launched two specialized AI assistants, each trained on the knowledge base and tailored for different types of users:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Assistant for parents and students<\/strong> \u2014 handles common questions (pricing, lesson prep, onboarding)<\/li>\n\n\n\n<li><strong>Assistant for tutors<\/strong> \u2014 resolves typical operational queries from teachers<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cWe were pleasantly shocked by the result: 45% of chats are resolved entirely by the AI but without any support manager involvement. And that\u2019s without a fully built-out knowledge base.\u201d<\/em><\/p>\n<cite>                                                                                                                                   <strong>Maryna Zaitseva<\/strong>, Head of Support &amp; Operations at Mathema<\/cite><\/blockquote>\n\n\n\n<p>What mattered most, however, was having the right tools to scale this automation.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Knowledge Base<\/strong> \u2014 became a key onboarding tool for Mathema\u2019s teachers, parents, and students.<\/li>\n\n\n\n<li><strong>Pop-ups<\/strong> \u2014 the most effective way to quickly guide users to important product updates or features.<\/li>\n\n\n\n<li><strong>API-powered Personalization<\/strong> \u2014 AI Agents greet users by name, know their roles, and tailor responses based on CRM data.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"3104\" height=\"1858\" src=\"https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2025\/08\/mathema-knowledge-base.png\" alt=\"mathema knowledge base\" class=\"wp-image-1530\" srcset=\"https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2025\/08\/mathema-knowledge-base.png 3104w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2025\/08\/mathema-knowledge-base-300x180.png 300w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2025\/08\/mathema-knowledge-base-1024x613.png 1024w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2025\/08\/mathema-knowledge-base-768x460.png 768w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2025\/08\/mathema-knowledge-base-1536x919.png 1536w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2025\/08\/mathema-knowledge-base-2048x1226.png 2048w, https:\/\/helpcrunch.com\/case\/wp-content\/uploads\/2025\/08\/mathema-knowledge-base-1200x718.png 1200w\" sizes=\"auto, (max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 1362px) 62vw, 840px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">The Result<\/h2>\n\n\n\n<p>Since 2022, Mathema has gradually implemented HelpCrunch tools. After launching AI Agents in 2025, the company reached a fundamentally new level of customer service.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Key Achievements<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>45% of support requests are automatically resolved by AI Agents<\/strong>, allowing the team to focus on more complex, human-needed cases<\/li>\n\n\n\n<li><strong>No negative impact on CSAT<\/strong> \u2014 user satisfaction remained consistently high post-AI rollout<\/li>\n\n\n\n<li><strong>Support team size stayed the same<\/strong>, even though monthly chat volume grew 5x \u2014 from 6,000 in 2022 to nearly 30,000 by June 2025<\/li>\n\n\n\n<li><strong>First Response Time<\/strong> dropped from 8\u201312 minutes to just 5 minutes<\/li>\n\n\n\n<li>The <strong>Knowledge Base<\/strong> became a highly used resource, with weekly views growing from 150 to 3,500+<\/li>\n<\/ul>\n\n\n<figure class=\"wp-block-table is-style-stripes\"><table><thead><tr><th style=\"min-width: 50%;width: 50%;\"><strong>Metric<\/strong><\/th><th class=\"has-text-align-center\" data-align=\"center\"><strong>2022<\/strong><\/th><th class=\"has-text-align-center\" data-align=\"center\"><strong>2025<\/strong><\/th><\/tr><\/thead><tbody><tr><td>Number of chats\/month<\/td><td class=\"has-text-align-center\" data-align=\"center\">6,000<\/td><td class=\"has-text-align-center\" data-align=\"center\">30,000<\/td><\/tr><tr><td>% of chats resolved without a manager<\/td><td class=\"has-text-align-center\" data-align=\"center\">&lt;5%<\/td><td class=\"has-text-align-center\" data-align=\"center\">45%<\/td><\/tr><tr><td>First response time (FRT)<\/td><td class=\"has-text-align-center\" data-align=\"center\">12 mins<\/td><td class=\"has-text-align-center\" data-align=\"center\">5 mins<\/td><\/tr><tr><td>Knowledge base views\/week<\/td><td class=\"has-text-align-center\" data-align=\"center\">150<\/td><td class=\"has-text-align-center\" data-align=\"center\">3,500<\/td><\/tr><tr><td>Customer support team size<\/td><td class=\"has-text-align-center\" data-align=\"center\">Unchanged<\/td><td class=\"has-text-align-center\" data-align=\"center\"><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n<p>HelpCrunch enabled Mathema to support 5x growth in support volume without growing the team, making scaling manageable and predictable.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cWe\u2019re handling 5x more support requests with the same team. That\u2019s only possible thanks to deep automation.\u201d<\/em><\/p>\n<cite>                                                                                                                                   <strong>Maryna Zaitseva<\/strong>, Head of Support &amp; Operations at Mathema<\/cite><\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">Future plans<\/h3>\n\n\n\n<p>Mathema plans to expand the use of AI Agents across all support channels and start using them for lead communication as well.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em><em>\u201cWe\u2019re preparing to launch in another country \u2014 meaning another language and more new messengers. But we\u2019re confident that with HelpCrunch, we can scale support processes quickly and cost-effectively.\u201d<\/em><\/em><\/p>\n<cite>                                                                                                                                   <strong>Maryna Zaitseva<\/strong>, Head of Support &amp; Operations at Mathema<\/cite><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Mathema is one of the largest EdTech platforms for online math tutoring. Every month, more than 12,000 students from various countries attend over 55,000 one-on-one lessons with 1,000+ tutors. This scale means tens of thousands [<a href=\"https:\/\/helpcrunch.com\/case\/mathema-me-eng\/\" title=\"Read more\">\u2026<\/a>]<\/p>\n","protected":false},"author":5,"featured_media":1498,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[258],"tags":[],"class_list":["post-1469","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-edtech-education"],"_links":{"self":[{"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/posts\/1469","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/comments?post=1469"}],"version-history":[{"count":13,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/posts\/1469\/revisions"}],"predecessor-version":[{"id":1553,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/posts\/1469\/revisions\/1553"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/media\/1498"}],"wp:attachment":[{"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/media?parent=1469"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/categories?post=1469"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/helpcrunch.com\/case\/wp-json\/wp\/v2\/tags?post=1469"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}