30% of support tickets. Gone.

Every day, the same script. The support team at an HR tech company was receiving dozens of identical tickets: same questions, same answers, same time wasted.

It wasn’t a competence problem. It was a scale problem.

The context

The company manages an HR platform for SMEs. As the number of clients grew, the volume of support requests grew proportionally — but resources didn’t.

The team spent most of their time answering questions that were already documented: how to reset a password, how to export a report, how to configure an integration. Repetitive, low-value work that left no space for the cases that actually needed human attention.

The solution

We built an AI agent integrated directly into the existing infrastructure:

• Knowledge base — we indexed all internal documentation, FAQs and resolved historical tickets
• CRM integration — the agent accesses client context in real time (plan, configuration, ticket history)
• Intelligent escalation — when the agent is uncertain or the case is complex, it passes the ticket to a human operator with a pre-filled context summary

No team replacement. A capacity amplifier.

The results

After the first weeks in production:

• ~30% ticket deflection: almost one ticket in three resolved by the agent without human intervention
• 24/7 support: clients get answers even outside business hours
• Zero additional headcount: growth in request volume required no new hires
• Team freed up: operators focus on the cases that genuinely need a human

The question we leave you with

Where is your team still doing repetitive work that an intelligent system could handle?

You don’t need a million-euro digital transformation. You need to identify the right bottleneck and build something precise around it.

That’s what we do.

Want to explore a similar case for your company? Get in touch.