“We had an initial goal of about 30 to 35 percent automated resolutions when we first launched. We went up to 60 percent within the first two weeks—and then we had peaks of 85 percent.”
Luca Giaccardi, Senior Operations Excellence, E-Commerce. Works on Qantas Loyalty's e-commerce support operations, quoted in a Zendesk customer story.
How this was checked
Checked against the source by a first reader, then confirmed independently by a second reader who fetched the source without seeing the first reader's notes (Independent review agent (Claude Sonnet), blind second pass from passage text and citation only, no repository access, 2026-10-31).
Found as the featured pull quote attributed to Luca Giaccardi, Senior Operations. The featured quote reads 'launched. We went up to 60 percent...peaks of 85 percent.' The body text splits the same words with a comma and 'Giaccardi says' after 'launched'. The passage omits the featured quote's final sentence, 'Which we did not expect.' The wording is otherwise exact.
How to cite this passage
Luca Giaccardi (Qantas Loyalty), “Zendesk customer story (the vendor writing about its own customer)”, Zendesk customer story (the vendor writing about its own customer), 2026-06-25. https://www.zendesk.com/customer/qantas-loyalty/ Archived at https://the-ai-record.com/passages/zendesk-had-initial-goal-about-30-35-percent-2026