Automated AI Email Support Agent
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TIMELINE
2 months
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SERVICES
Geospatial Products
Scaling Support Without Scaling Headcount
A geospatial products and services firm supporting businesses across Africa was handling a growing volume of technical and product-related support emails. This meant that they spent time answering support queries and had less time doing on site training for their clients. Their offerings are complex, documentation-heavy and require accurate, consistent responses. To improve response times and reduce manual support workload, an automated AI email support agent was implemented using a custom-built retrieval system trained on the firm’s full knowledge base.
High-Complexity Support Requests
The support team spent significant time answering repetitive product, usage and technical questions via email when the time could be better spent doing on site training for their clients which had really high demand.
How can we deliver fast, accurate email support at scale without increasing support staff in order to do more on site training?
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SOLUTIONS
An AI Email Agent Powered by a Full Company Knowledge Base
We built an automated AI email support agent powered by an advanced retrieval-augmented generation system. The system ingests all internal documentation, product manuals, technical guides and service descriptions, giving the agent a complete and up-to-date understanding of the company’s offerings.
When a support email is received, the agent retrieves the most relevant internal knowledge and generates a precise, context-aware response aligned with the company’s products, services and tone. This allows customers to receive accurate answers quickly while reducing the workload on the human support team.
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RESULTS
Support Team can Focus on Providing On Site Training
The AI support agent significantly reduced the volume of emails requiring manual handling. Customers received faster, more consistent responses, while the team regained time to focus on complex issues, customer relationships and on site training. Support operations became more scalable and resilient without additional hires.
31h
SAVED PER WEEK
$48K
SAVED PER YEAR
858%
ROI
