Case Study: How Lemonade Boosts Efficiency with Unthread and Gen AI

In this post, we sat down with Danny Fang, the Head of IT at Lemonade. We talked about their decision to choose Unthread, and the results after being live for almost a year with the platform.

About Lemonade: The Technology-Driven Insurance Company

Powered by artificial intelligence and social impact, Lemonade is a full-stack insurance carrier in the US and across the EU and UK, replacing brokers and bureaucracy with bots and machine learning, aiming for zero paperwork and instant everything. A Certified B-Corp, Lemonade gives unused premiums to nonprofits selected by its community during its annual Giveback, which has donated more than $10 million since the program’s inception.

Conversation with Danny Fang, Head of IT at Lemonade

How did you find Unthread?

We found Unthread in the Y Combinator community. We looked at 30+ AI and Slack ticketing solutions right after GPT changed the world, and it was clear that their unique approach to AI and ticketing built directly into our Slack channels was the winning approach.

What do you use Unthread for?

Unthread is used across our business to help support our global employees with a huge gamut of requests and business processes, all through Slack. Dozens of internal operational teams track work through Unthread’s automated ticketing platform.

Why did you switch to Unthread having been an experienced Jira admin?

I have administered every flavor of Jira for over 10 years. I wanted to bring a rich Slack user experience employees can fall in love with, generating unmatched user efficiency, with AI features around every corner of the platform. Unthread is this.

Switching to Unthread is a breath of fresh air. Setup is intuitive and configurations are straightforward not just for IT, but for other operational teams too. No longer do any one of us need a degree to set up or use a ticketing system. In 2 minutes of setup, our teams get a fully functioning Gen AI-powered Slack ticketing experience. We get access to the latest LLMs, and we can build automations freaking fast. We can update our AI prompts, knowledge, and behavior and see it in effect instantly.

Speaking of speed, within months of working together, Unthread’s team has delivered over 100 game-changing feature requests for our team.

What’s the importance of the Unthread Slack integration?

Speed, simplicity, and experience are really important to us.

Lemonade's customers chat with our AI Maya to get a quote in 2 mins, or with AI Jim to get a claims payout in as little as 2 seconds, while delivering a distinctively frictionless and delightful interface. Our employees deserve the exact same experience. Using Unthread in our Slack delivers this for us.

With Unthread and Slack, our support teams are augmented with AI to reduce mundane interactions, and with Slack, our teams operate in a simple interface. Unthread brings employees closer and quicker to the supporting team only when truly needed.

Our support agents get to use their powerful web dashboard to manage tickets, generate automations, and handle tickets instantly, all while employees get the Slack experience that they want.

How do you use Unthread across the company?

We initially spoke to Unthread to adopt a modern ITSM to replace Jira. As we saw its capabilities, we saw that any operational team who uses Slack (aka any operational team) would benefit from Unthread. We launched with IT initially but quickly saw the adoption from Finance, Operations, People Ops, PR, Talent, and we’re happy to say that our quality of life has improved in big ways. .

What are the results of using Unthread?

We can start with the hard numbers: Unthread’s AI automatically resolves about 40% of all tickets that come in across our different teams. This means countless hours saved for employees across the organization. The Unthread team has been prioritizing AI features to lead the way in agentic service management.

Aside from numbers, our employee happiness is a top priority here. We get feedback from employees that Unthread feels like “magic”, and they couldn’t be happier that we made the switch.

What do you recommend to IT leaders as they research ticketing solutions?

Here’s how I see it. When evaluating solutions, look for the following:

API docs: can you understand the design and work within that design efficiently? How talented are the developers and how quickly can they iterate?

AI: this has to be more than a marketing buzzword. Look at how this fits in with the user experience and the agent experience to provide real value rather than an afterthought.

Customizability & extensibility: no platform will have exactly what you need out of the box, but can it iterate it to fit your operational needs as you scale?

Vibe: do you vibe with their team? It’s not scientific, but it is crucial. Vibing means that the vendor has shared values and truly understands your problem on a deep level. They must be able to collaborate , be obsessed about the experience, and show (not just tell) how they are translating their inspiration into the product.

❤️ Favorite thing about Unthread?

Speed is the first thing that comes to mind. Speed of setup, speed of day-to-day tasks, speed of the development team in shipping new features every week. Lemonade is a fast-paced company built on AI, and Unthread is a product that propels that energy.

I also have to shout out the Unthread team who has been with us every step of the way to ensure a smooth rollout and continues to work closely with us on our success.