The Challenge
A mid-sized IT services company handled 800+ support tickets per week across email, chat, and phone with a 25-person team. 60% were repetitive questions (password resets, VPN setup, software installation). Response time averaged 4 hours, customer satisfaction was declining, and support costs represented 40% of revenue. Scaling the team wasn't financially viable.
Our Solution
Support automation powered by Agent-NEO®. We deployed a multi-channel AI agent that intercepts incoming tickets, classifies them by type and urgency, and resolves routine issues using their knowledge base and system integrations. For complex issues, Neo prepares analysis and suggested solutions before routing to human agents. The system learns from interactions to improve resolution capabilities.
The implementation resulted in significant improvements across all key performance indicators, delivering measurable business value and operational excellence.
Key Deliverables
Our implementation focused on delivering tangible results through the following key components:
Multi-Channel AI Support Agent
Knowledge Base Integration
Automated Ticket Classification
Human Escalation Workflow
Analytics Dashboard
Self-Learning System
Conclusion
This project exemplifies our commitment to delivering transformative IT solutions that drive measurable business value. Through close collaboration with the client, innovative technology implementation, and a focus on sustainable outcomes, we successfully modernized their infrastructure while exceeding performance expectations.
