The Challenge
The National Science Teachers Association (NSTA) needed a scalable way to support members around the clock without adding headcount. Members frequently needed help with account support, lesson plans, conference information, and science questions — and staff couldn't keep up with the volume.
The Solution
NSTA partnered with Betty to launch Atom, an AI-powered knowledge assistant that provides instant, 24/7 answers to member questions. Atom delivers answers in under 5 seconds, eliminating the wait for traditional member support responses.
Results
- 35% support ticket drop in first 3 months (Zendesk): April YOY -33%, May YOY -37%, June YOY -8.4%, July YOY -2.5%
- 2,000+ questions answered in the first few months across account support, lesson plans, conferences, and science questions
- Decrease in Contact Us page traffic: Members get the help they need without escalating
- 4 memberships sold by Atom: Prompting public users to become members
- Answers in under 5 seconds, 24/7: No more waiting for member support response
