Intelligent support automation
Custom conversational AI deployed to automate inquiries, qualify leads, and resolve repetitive support tasks.
Client
NexoraTech
Services
Support automation, CRM integration
Industry
Customer Support
Timeline
6 weeks
About project:
A rapidly scaling SaaS company faced mounting pressure on its customer support team. As user adoption increased, ticket volume grew significantly, leading to delayed response times and inconsistent service quality. Repetitive inquiries consumed valuable agent hours, limiting the team’s ability to handle complex, high-value cases.
Intellix partnered with the company to design an intelligent support automation system capable of resolving common issues instantly while routing advanced cases to human agents. The goal was to improve response speed, reduce operational strain, and maintain a high-quality customer experience without expanding the support team.
What we did:
Conversational system design
We analyzed historical support tickets to identify recurring themes and high-frequency queries. Based on this data, we developed an AI assistant trained to provide contextual answers, guide users through troubleshooting steps, and access knowledge base content dynamically. The assistant was configured to escalate complex cases to live agents with full conversation history attached.
CRM integration & performance gains
The system was integrated directly with the company’s CRM and helpdesk tools, ensuring seamless workflow continuity. Automated tagging and categorization improved reporting accuracy and team visibility.
Within weeks, first-response times improved dramatically, and overall ticket volume decreased as customers resolved issues independently. Support agents were able to focus on strategic customer success initiatives, leading to higher satisfaction scores and improved retention across the platform.
Impact:
3X
Productivity increase
42%
Conversion rate increase
35%
Faster deployment
Intelligent support automation
Custom conversational AI deployed to automate inquiries, qualify leads, and resolve repetitive support tasks.
Client
NexoraTech
Services
Support automation, CRM integration
Industry
Customer Support
Timeline
6 weeks
About project:
A rapidly scaling SaaS company faced mounting pressure on its customer support team. As user adoption increased, ticket volume grew significantly, leading to delayed response times and inconsistent service quality. Repetitive inquiries consumed valuable agent hours, limiting the team’s ability to handle complex, high-value cases.
Intellix partnered with the company to design an intelligent support automation system capable of resolving common issues instantly while routing advanced cases to human agents. The goal was to improve response speed, reduce operational strain, and maintain a high-quality customer experience without expanding the support team.
What we did:
Conversational system design
We analyzed historical support tickets to identify recurring themes and high-frequency queries. Based on this data, we developed an AI assistant trained to provide contextual answers, guide users through troubleshooting steps, and access knowledge base content dynamically. The assistant was configured to escalate complex cases to live agents with full conversation history attached.
CRM integration & performance gains
The system was integrated directly with the company’s CRM and helpdesk tools, ensuring seamless workflow continuity. Automated tagging and categorization improved reporting accuracy and team visibility.
Within weeks, first-response times improved dramatically, and overall ticket volume decreased as customers resolved issues independently. Support agents were able to focus on strategic customer success initiatives, leading to higher satisfaction scores and improved retention across the platform.
Impact:
3X
Productivity increase
42%
Conversion rate increase
35%
Faster deployment
Intelligent support automation
Custom conversational AI deployed to automate inquiries, qualify leads, and resolve repetitive support tasks.
Client
NexoraTech
Services
Support automation, CRM integration
Industry
Customer Support
Timeline
6 weeks
About project:
A rapidly scaling SaaS company faced mounting pressure on its customer support team. As user adoption increased, ticket volume grew significantly, leading to delayed response times and inconsistent service quality. Repetitive inquiries consumed valuable agent hours, limiting the team’s ability to handle complex, high-value cases.
Intellix partnered with the company to design an intelligent support automation system capable of resolving common issues instantly while routing advanced cases to human agents. The goal was to improve response speed, reduce operational strain, and maintain a high-quality customer experience without expanding the support team.
What we did:
Conversational system design
We analyzed historical support tickets to identify recurring themes and high-frequency queries. Based on this data, we developed an AI assistant trained to provide contextual answers, guide users through troubleshooting steps, and access knowledge base content dynamically. The assistant was configured to escalate complex cases to live agents with full conversation history attached.
CRM integration & performance gains
The system was integrated directly with the company’s CRM and helpdesk tools, ensuring seamless workflow continuity. Automated tagging and categorization improved reporting accuracy and team visibility.
Within weeks, first-response times improved dramatically, and overall ticket volume decreased as customers resolved issues independently. Support agents were able to focus on strategic customer success initiatives, leading to higher satisfaction scores and improved retention across the platform.
Impact:
3X
Productivity increase
42%
Conversion rate increase
35%
Faster deployment
Case studies
Case studies
