[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"site:en":3,"case:en:ai-customer-support":109,"seo:en:\u002Fen\u002Fcase-studies\u002Fai-customer-support":29},{"locale":4,"settings":5,"services":30,"hasBlog":38},"en",{"company":6,"contact":20,"social":24,"analytics":27,"seo":28},{"name":7,"legalName":7,"url":8,"nip":9,"krs":10,"address":11,"brand":16,"regon":17,"registryCourt":18,"shareCapital":19},"Softwaresystem sp. z o.o.","https:\u002F\u002Fsoftwaresystem.pl","7532454521","0000807293",{"street":12,"postalCode":13,"city":14,"country":15},"Obrońców Tobruku 5\u002F203A","48-300","Nysa","Polska","SoftwareSystem","","VIII Wydział Gospodarczy Krajowego Rejestru Sądowego w Opolu","5 000 zł (wniesiony w całości)",{"email":21,"phone":22,"meetingUrl":23,"hours":17},"kontakt@softwaresystem.pl","+48 726 456 455","https:\u002F\u002Fapp.simplymeet.me\u002Fsoftwaresystem",{"linkedin":25,"facebook":26,"github":17},"https:\u002F\u002Fpl.linkedin.com\u002Fcompany\u002Fsoftwaresystempl","https:\u002F\u002Fwww.facebook.com\u002Fsoftwaresystempl\u002F",{"gtmId":17},{"ogImage":29},null,[31,39,46,53,60,66,73,78,84,90,97,103],{"key":32,"slug":32,"slugs":33,"title":35,"excerpt":36,"icon":37,"featured":38},"web-apps",{"pl":34,"en":32},"aplikacje-webowe","Web apps","Internal panels, B2B portals and operational tools in the browser, built around your processes.","web",true,{"key":40,"slug":40,"slugs":41,"title":43,"excerpt":44,"icon":45,"featured":38},"custom-software",{"pl":42,"en":40},"dedykowane-oprogramowanie","Custom software","Software written for how your company works when ready-made tools fall short. You own the code.","code",{"key":47,"slug":47,"slugs":48,"title":50,"excerpt":51,"icon":52,"featured":38},"erp-crm-hrm",{"pl":49,"en":47},"systemy-erp-crm-hrm","ERP, CRM and HRM systems","Sales, stock, customers and HR in one system: a ready-made ERP (e.g. WAPRO) or custom modules.","systems",{"key":54,"slug":54,"slugs":55,"title":57,"excerpt":58,"icon":59,"featured":38},"websites",{"pl":56,"en":54},"strony-www","Company websites and web platforms","Fast company websites with a content panel, SEO and contact forms.","globe",{"key":61,"slug":61,"slugs":62,"title":64,"excerpt":65,"icon":61,"featured":38},"cloud",{"pl":63,"en":61},"chmura-i-infrastruktura","Cloud and infrastructure","Servers in the cloud or on premises, with backups, monitoring and predictable costs.",{"key":67,"slug":67,"slugs":68,"title":70,"excerpt":71,"icon":72,"featured":38},"server-admin",{"pl":69,"en":67},"administracja-serwerami","Server administration","Linux and Windows servers: updates, backups, monitoring, security and incident response.","server",{"key":74,"slug":74,"slugs":75,"title":76,"excerpt":77,"icon":74,"featured":38},"devops",{"pl":74,"en":74},"DevOps and CI\u002FCD","Automated builds, tests and deployments, with a quick rollback to the previous version.",{"key":79,"slug":79,"slugs":80,"title":82,"excerpt":83,"icon":79,"featured":38},"ai",{"pl":81,"en":79},"ai-dla-firm","AI for business","Language models for specific tasks: enquiries, documents, reports. With control over your data.",{"key":85,"slug":85,"slugs":86,"title":88,"excerpt":89,"icon":85,"featured":38},"automation",{"pl":87,"en":85},"automatyzacja-procesow","Process automation","Repetitive tasks turned into automatic workflows, usually in n8n.",{"key":91,"slug":91,"slugs":92,"title":94,"excerpt":95,"icon":96,"featured":38},"integrations",{"pl":93,"en":91},"integracje-api","API integrations","We connect ERP (e.g. WAPRO), KSeF, online shops, couriers, payments and CRM so data is not retyped.","api",{"key":98,"slug":98,"slugs":99,"title":101,"excerpt":102,"icon":98,"featured":38},"architecture",{"pl":100,"en":98},"architektura-oprogramowania","Software architecture","A plan for a system before coding, or a clean-up of one that grew without a plan.",{"key":104,"slug":104,"slugs":105,"title":107,"excerpt":108,"icon":104,"featured":38},"maintenance",{"pl":106,"en":104},"utrzymanie-systemow","Maintenance and development","Updates, backups, monitoring, fixes and new features after launch. We also take over other teams' systems.",{"item":110},{"key":111,"slug":112,"slugs":113,"title":115,"excerpt":116,"client":117,"industry":118,"year":29,"tags":119,"metrics":123,"cover":29,"visibility":133,"visibilityType":134,"featured":135,"problem":136,"result":137,"body":138,"seo":184,"related":185},"support-ai-customer","ai-customer-support",{"pl":114,"en":112},"ai-w-obsludze-klienta","AI in customer communication","AI integration in customer support channels: ticket classification, response drafts, and escalation to agents.","Client: B2C\u002FB2B services company, Poland (anonymous)","Customer support",[120,118,121,122],"AI","LLM","Automation",[124,127,130],{"label":125,"value":126},"Email, chat, form","Multi-channel",{"label":128,"value":129},"AI first response","24\u002F7",{"label":131,"value":132},"Escalation to agent","Human-in-loop","Anonymous","anonymous",false,"Agents manually answered the same questions – no prioritization and long first-response time.","Agents focus on cases that require a human.",{"title":139,"description":140,"ogTitle":141,"ogDescription":142,"industry":118,"heroTitle":143,"heroLead":144,"clientLabel":117,"visibilityLabel":145,"challenge":146,"solution":157,"results":169,"visibilityType":134,"technologies":183},"AI in customer support – case study","AI deployment in customer communication: automatic classification, response generation, and controlled escalation.","AI customer support – SoftwareSystem","Case study: AI integration in customer support – classification, responses, and human escalation.","Faster first response without losing control","A company with hundreds of monthly inquiries – agents spend time on repetitive questions instead of complex cases.","Anonymous project (NDA)",{"badge":147,"title":148,"lead":136,"paragraphs":149,"bullets":153},"Challenge","Repetitive questions burden the support team",[150,151,152],"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.",[154,155,156],"Repetitive FAQ questions","No ticket classification","Delayed first response",{"badge":158,"title":159,"lead":160,"paragraphs":161,"bullets":164},"Solution","AI supporting agents, not replacing them","Classification, response drafts, and human escalation on low confidence.",[162,163],"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.",[165,166,167,168],"Inquiry topic classification","Response drafts from knowledge base","Human-in-the-loop escalation","Integration with existing helpdesk",{"badge":170,"title":171,"lead":137,"paragraphs":172,"bullets":175,"metrics":179},"Outcome","Shorter first-response time and less routine work",[173,174],"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.",[176,177,178],"Faster first response on FAQ","Classification from first message","Quality control through escalation",[180,181,182],{"label":125,"value":126},{"label":128,"value":129},{"label":131,"value":132},[120,118,121,122],{"title":139,"description":140,"ogTitle":141,"ogDescription":142,"ogImage":29,"noindex":135},[186,211,233],{"key":187,"slug":188,"slugs":189,"title":191,"excerpt":192,"client":193,"industry":194,"year":29,"tags":195,"metrics":199,"cover":29,"visibility":133,"visibilityType":134,"featured":135,"problem":209,"result":210},"energy-crm","energy-sector-crm",{"pl":190,"en":188},"crm-branza-energetyczna","CRM for the energy industry","CRM tailored to energy sales cycles: leads, quotes, contracts, after-sales support, and management reports.","Client: energy sector company, Poland (anonymous)","Energy sector",[196,197,198,122],"CRM","B2B sales","PostgreSQL",[200,203,206],{"label":201,"value":202},"CRM for the entire sales organization","1",{"label":204,"value":205},"Customer and contract view","360°",{"label":207,"value":208},"Sales, back-office, service","Multi-team","Sales, back-office, and service used different tools – hard to track quote and contract status.","Sales reps work in one CRM instead of connecting emails and spreadsheets.",{"key":212,"slug":212,"slugs":213,"title":215,"excerpt":216,"client":217,"industry":218,"year":29,"tags":219,"metrics":223,"cover":29,"visibility":133,"visibilityType":134,"featured":38,"problem":231,"result":232},"erp-window-joinery",{"pl":214,"en":212},"erp-stolarka-okienna","ERP system for a window manufacturer","B2B portal: orders, contract preview, transport packages, lead-time forecasts, shipping claims, and shipment tracking.","Client: window joinery manufacturer, Poland (anonymous)","Window joinery",[220,221,198,222],"ERP","B2B portal","Shipping integrations",[224,226,229],{"label":225,"value":205},"Order, contract, and package view",{"label":227,"value":228},"Shipment status monitoring","Live",{"label":230,"value":202},"Portal for the B2B partner network","Sales, production, and logistics used separate systems – end customers had no transparent status view.","One access point instead of calls and emails about order status.",{"key":234,"slug":235,"slugs":236,"title":238,"excerpt":239,"client":240,"industry":241,"year":29,"tags":242,"metrics":246,"cover":29,"visibility":133,"visibilityType":134,"featured":38,"problem":254,"result":255},"transport-routes-docs","transport-routes-shipping-docs",{"pl":237,"en":235},"analiza-tras-dokumenty-spedycyjne","Route analysis and international shipping docs","Route optimization, international shipping document generation, and fleet fuel consumption monitoring.","Client: transport company, Central Europe (anonymous)","Transport and freight",[243,244,198,245],"Route analysis","Shipping documents","Maps",[247,250,252],{"label":248,"value":249},"International shipment handling","Multi-country",{"label":251,"value":202},"Unified shipping document system",{"label":253,"value":129},"Route and fuel analysis access","Dispatchers and drivers worked on spreadsheets and Word templates – every international shipment was a separate process.","Dispatchers plan routes in the system, documents are generated automatically."]