Client: HelixTech Solutions
Industry: Technology
Challenge: 4,000 weekly support tickets with manual triage causing delays and misroutes.
The challenge
Agents spent the first minutes of every ticket guessing category and priority. Escalations were late. Customer satisfaction was slipping.
Our approach
We fine-tuned an NLP classifier on two years of labeled tickets, integrated with their helpdesk API, and added a human-review queue for low-confidence predictions.
Results
Throughput tripled within six weeks. Median first-response time dropped 67%. Routing accuracy held at 94% after three months in production.
"We came with a vague idea and left with a production AI system that tripled our support team's throughput. ROI was clear within six weeks."
Brain Lee, CTO, HelixTech Solutions
