Background

A mid-size enterprise struggled to handle rising customer queries, response delays, and inconsistent support quality. The company relied on a manual support workflow, overburdening teams and reducing customer satisfaction.

Challenges

• Slow ticket resolution

• High operational cost

• Repetitive inquiries consuming agent time

• Lack of 24/7 customer response

• No centralized knowledge management

TechSurgeAI Intervention

TechSurgeAI deployed AI Digital Workers powered by structured RAG pipelines, custom fine-tuned LLMs, and integration with the client’s CRM.

Solutions Implemented:

• Automated ticket triage

• AI chat responders for Level-1 and Level-2 queries

• Custom knowledge engine for accurate responses

• Sentiment-aware escalation system

• Real-time analytics dashboard

Impact

• 73% of tickets resolved without human involvement

• Cost per ticket reduced by 48%

• Response time dropped from 18 minutes to 40 seconds

• Agents could focus on complex queries

• Customer satisfaction score increased by 32%

Conclusion

The project allowed the client to scale operations without hiring additional staff, making the support division one of the company’s highest-performing teams