Key results
The company
Result highlights
- Resolution time cut from 4-8 days to 2-5 days
- 4.9-5.0 CSAT scores maintained with automation
The story
A global AI cloud infrastructure provider serves the world’s top AI labs and enterprises, where a single hour of downtime incurs massive costs.
Rapid growth exposed a fragmented workflow where engineers manually pieced together context across disparate tools like FreshDesk and Slack. Staff lost time chasing customers for missing information and switching between platforms instead of solving complex engineering issues.
The company integrated an AI platform directly into Slack via API, allowing engineers to trigger bots that automatically populate customer context from backend systems. A resolution agent analyzes internal documentation and past tickets to generate suggested fixes directly within swarming channels. This private deployment keeps sensitive data secure while enabling staff to manage the entire resolution process without switching tools.
Scope & timeline
- Support process revamped in 90 days
- Internal training completed in 1 week
Quotes
“Every interaction has to protect their time and keep their systems running”