Customer support
Faster first response without losing control
A company with hundreds of monthly inquiries – agents spend time on repetitive questions instead of complex cases.
Repetitive questions burden the support team
Agents manually answered the same questions – no prioritization and long first-response time.
A large share of inquiries covered simple FAQ questions – agents lost time copying the same answers.
No automatic topic classification – hard to route tickets to the right team immediately.
Customers expected fast response outside office hours – without AI, first response waited until morning.
- Repetitive FAQ questions
- No ticket classification
- Delayed first response
AI supporting agents, not replacing them
Classification, response drafts, and human escalation on low confidence.
We integrated AI with email, chat, and form channels. The model classifies inquiry topics and proposes response drafts from the company knowledge base.
On low confidence or sensitive topics, the system escalates to an agent with full conversation context. The agent edits the draft instead of writing from scratch.
- Inquiry topic classification
- Response drafts from knowledge base
- Human-in-the-loop escalation
- Integration with existing helpdesk
Shorter first-response time and less routine work
Agents focus on cases that require a human.
Simple questions get answered faster – often the same day, including outside office hours.
Agents start from an AI draft instead of a blank field – less time on repetitive answers.
- Faster first response on FAQ
- Classification from first message
- Quality control through escalation
Technologies used
AI, Customer support, LLM, Automation
← Back to case studiesMore case studies
CRM for the energy industry
- Problem
- Sales, back-office, and service used different tools – hard to track quote and contract status.
- What we built
- CRM tailored to energy sales cycles: leads, quotes, contracts, after-sales support, and management reports.
- Result
- Sales reps work in one CRM instead of connecting emails and spreadsheets.
ERP system for a window manufacturer
- Problem
- Sales, production, and logistics used separate systems – end customers had no transparent status view.
- What we built
- B2B portal: orders, contract preview, transport packages, lead-time forecasts, shipping claims, and shipment tracking.
- Result
- One access point instead of calls and emails about order status.
Route analysis and international shipping docs
- Problem
- Dispatchers and drivers worked on spreadsheets and Word templates – every international shipment was a separate process.
- What we built
- Route optimization, international shipping document generation, and fleet fuel consumption monitoring.
- Result
- Dispatchers plan routes in the system, documents are generated automatically.
Tell us what you want to improve
The first call takes about 30 minutes and is free. Afterwards you know whether we can help, roughly what it costs and where to start.
Who you'll talk to
Przemysławfounder, runs the projects
You talk directly to the person who will prepare the quote and run the project.
- Phone+48 726 456 455
- Emailkontakt@softwaresystem.pl