Previous AI lagged 20s and lost context. A new copilot now summarizes history and drafts replies in <10s, boosting productivity 30%.
A cloud-based customer support platform serving over 12,000 companies across 70 countries with enterprise-grade help desk solutions.
The existing AI solution struggled with multi-turn interactions, frequently losing context or hallucinating information outside the knowledge base....
“In multi-turn interactions, such as with AI chatbots, the model had difficulty retaining context, leading to irrelevant or incorrect responses based on past interactions. We also encountered difficulties in ensuring that the LLM adhered to the boundaries of the customers’ knowledge base and articles and refrained from fabricating additional information.”
AI-powered help desk and customer support platform for service and IT teams.
Cloud computing platform and on-demand infrastructure services.
Related implementations across industries and use cases
Building basic classifiers took PhDs a month. Now, autonomous agents resolve 90% of tickets, including sensitive refund workflows.
Redacting data for security broke reasoning. Now, private channels allow full context, enabling natural dialogue over rigid menus.
Rote tasks overwhelmed agents. AI now ingests CRM data and self-checks answers to resolve 93% of tickets autonomously.
Engineers manually correlated alerts across systems. AI agents now diagnose issues and suggest fixes, cutting recovery time by 35%.
Minor edits required days of crew coordination. Now, staff use avatars to modify dialogue and translate languages instantly.
Lab supply orders were handwritten in notebooks. Digital ordering now takes seconds, saving 30,000 hours for research annually.
Experts spent 15 minutes pulling data from scattered systems. Natural language prompts now generate detailed reports instantly.