Client
Enterprise. Global

Problem

A mid-to-large scale service provider (50K+ customer accounts, 5K+ monthly inquiries) faced critical operational challenges. Manual ticket triage consumed excessive resources with limited knowledge access, fragmented multi-channel communication caused context loss, lack of real-time monitoring led to agent burnout, and inefficient escalation workflows created compliance gaps and regulatory risks.

Solution

Built a sophisticated 12-agent AI system powered by a Master Orchestrator that coordinates specialized agents for every aspect of customer support—from initial triage and knowledge retrieval to issue analysis, workflow routing, policy application, CRM integration, conversation management, and real-time compliance monitoring. The system leverages NLP, intelligent routing, and a centralized knowledge base to automate decision-making across the entire support lifecycle.

Results

• 80% faster resolution time: 5-7 days reduced to <4 hours with 96-98% AI accuracy

• 4-5x capacity increase: 400-600 inquiries/day expanded to 2,000+ with 52-58% cost reduction

• 40-45% FTE reduction with 22-28% improvement in agent satisfaction

• Customer satisfaction jumped from 58% to 82-85%, NPS improved +25-30 points

• 100% audit compliance with 87% reduction in violations and real-time monitoring

• 6-week deployment from integration to full production launch