Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
ESPN · Human Delta
Vendor-reportedMedia & entertainmentUnited StatesIn productionEnterpriseAI agents
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by humandelta.ai (vendor self-report). Checked against the source page on 2026-09-05. 5 of 5 figures below appear on that page word for word.
The problem
ESPN's customer service team needed to deploy agentic AI, but their knowledge base was not AI-ready due to a manual review bottleneck and legacy content liabilities, posing legal risks.
What was deployed
- Vendor
- Human Delta
- Products
- Human Delta's platform, Action Agents, Remediation Agents
- Technique
- AI agents
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- customer support knowledge ecosystem, 25,000+ pages from Zendesk and external support sites
- Scale
- 25,000+ pages, 10,000+ critical issues
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
25,000+knowledge documents scanned and classifiedfirst week
“25,000+ knowledge documents scanned and classified in the first week alone”
Quoted word for word from the source
manual review time
“70% reduction in manual review time, freeing the team to focus on edge cases and content strategy”
Quoted word for word from the source · round percentage, no baseline given
8 weeksbacklog resolution timefrom 12-month
“12-month backlog resolved in 8 weeks, with no additional headcount”
Quoted word for word from the source
170000annual labor savingsannual
“$170K+ in annual labor savings from automated auditing and remediation”
Quoted word for word from the source
8 weekslegal sign-off time
“Legal sign-off achieved in 8 weeks, unblocking the team's entire agentic roadmap”
Quoted word for word from the source
“We knew our knowledge base needed a total overhaul, but our team was already at capacity. Human Delta stepped in to automate the heavy lifting and quickly established a high-quality 'clean-room' knowledge base — the perfect engine for our new agentic tools and a huge win for our human support teams.”
Difficulties and limits
- Manual review bottleneck: after 4 months of manual review across 16 help centers, the team was only 35% complete — at that pace, full completion would take well over a year, with no guarantee already-reviewed content wouldn't degrade in the meantime.
- Legacy content liability: expired promotions, broken links, outdated activation flows, and contradictory regional policies created direct legal risk for any AI-generated response.
- Expensive alternatives: traditional red team audits and consultants quoted $500k+, with no ongoing monitoring and no path to keeping the data clean over time.
Sources
- humandelta.ai — vendor self-report, 2026-04-07
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