How Rollups Scales Fintech Support: Automating 1,000s of Emails in Front
Highlights
- Company: Rollups
- Industry: Financial Technology / Cap Table Management
- Challenge: Managing thousands of emails while maintaining personalized and accurate responses
- Solution: Email automation with Telio AI agents integrated with:
- Front, shared email inbox
- Attio, CRM
- Notion, internal knowledge center and style guide
- Help Center, public-facing website
- Results: Fully automated email draft generation with context-aware responses
About Rollups
Rollups helps startups and growth-stage companies take control of their equity by consolidating stakeholders into a single vehicle. It is part of AngelList’s ecosystem of brands, and it is trusted by over 50,000 investors and companies. Rollups offers two primary solutions: Roll Up Vehicles (RUVs) for raising capital and Consolidation Vehicles (CVs) for cleaning up complex cap tables.
The Challenge: Scaling Support in a Complex Domain
As Rollups grew, their team received a flood of repetitive questions that prevented them from focusing on complex customer issues.
— Sumukh Sridhara, Rollups
The numbers told the story:
- Thousands of emails flowing through their system
- A significant portion were repetitive, common questions
- Response times stretched during peak periods
- Team stretched thin between routine and complex inquiries
The Solution: AI Agents That Think Like Support Experts
Rollups built AI agents using Telio with a strategic approach. Rather than replacing their human support, they built an AI layer that handles routine inquiries automatically with a human-in-the-loop approach.
How It Works in Practice
When a customer support email arrives in Front, Telio's AI agent:
- Reads and analyzes the customer inquiry
- Searches connected systems for relevant information: help center content, internal knowledge center and style guide articles, CRM records.
- Drafts a complete response that matches Rollups' tone and includes accurate, contextual information
- Presents the draft to the human team for review and one-click sending directly in the Front interface without switching tools or disrupting the workflow.
— Sumukh Sridhara, Rollups
The Results: More Time for What Matters
The impact on Rollups' support operation has been transformative:
- Volume handled: Thousands of emails now flow through the AI-assisted system, with all replies drafted automatically.
- Response quality: Answers tailored to each customer’s specific situation, using the same trusted knowledge sources as the human team.
- Team focus: Support specialists now spend their time on high-value activities like advising on complex consolidations, rather than answering questions that the team has seen before.
- Scalability: As Rollups continues growing their customer base, their support capacity scales automatically without proportional headcount increases.
Why This Approach Works
Rollups' success with AI-powered support comes down to two key factors.
Connected knowledge systems. By integrating Front with their internal knowledge center, style guides, help center, and CRM, the AI agent has access to holistic information, ensuring responses are accurate and aligned with the company's style.
Human-in-the-loop design. The AI generates email drafts that can be reviewed by a human and sent with a single click. This hybrid approach combines the speed of automation with the judgment and nuance of human oversight.
Looking Ahead
For Rollups, AI-powered email automation represents more than just efficiency gains. It's about scaling their ability to deliver an exceptional customer experience as they continue to onboard companies at every stage, from pre-seed to Series D+ startups.
Ready to Transform Your Support Operations?
If you're handling high volumes of repetitive customer inquiries and your team is stretched thin, our AI agents can help.
Telio integrates with various tools and services, allowing you to create intelligent email automation that actually understands your business and customers.