AI & Automation Solutions
The support team was answering the same questions repeatedly while more complex tickets waited behind them. Response times slipped at busy periods, and the backlog grew faster than the team could hire.
We categorised historical tickets to find which questions recurred and what proportion of volume they represented.
We separated questions answerable from existing documentation from those genuinely needing a person.
We consolidated and cleaned the source material the assistant would answer from.
We built retrieval over that material so answers were grounded in real documentation, not generated freely.
We defined when the assistant hands over to a person, and what context it passes with the ticket.
We connected the assistant to the existing support channels and ticketing system.
We evaluated answers against real historical tickets before exposing it to customers.
We tracked resolution and escalation rates, and fed gaps back into the knowledge base.
Tell us how the work runs today and where it breaks down. We'll give you an honest read on what it would take to fix.
We reply within one business day.
