Customer support was managed exclusively manually and relied heavily on individual expertise. To ensure client satisfaction and retention, experienced team members spent hours prioritizing request analysis, formulating action plans, and drafting responses. Furthermore, searching manually for a historical database of thousands of past claims to find similar resolutions caused significant delays. These repetitive tasks took qualified personnel away from other critical business priorities and placed immense pressure on the company to meet strict deadlines without compromising sensitive data.
BRINEL | IQANTO designed and built an intelligent solution for customer support management, as part of a unified AI-powered platform. Using Agentic AI, the solution automates the entire support lifecycle through three core functionalities:
Generates a personalized initial response based on client data, which operators can refine using natural language commands in a chatbot interface.
Classifies new requests and creates a targeted action plan using historical similarities from a knowledge base built from past resolved claims.
• Drafts the final message after taking into consideration the outcome of the action plan.
request processing speed;
saved per case research;
Informații clare pentru factorii de decizie
Control și guvernanță la standarde enterprise
The solution was built on a flexible cloud infrastructure to support business growth while keeping operational costs optimized. This architecture guarantees that sensitive data is strictly protected and production processes run continuously.
To mitigate risks during AI adoption, BRINEL | IQANTO established a rigorous enterprise-grade governance framework to keep data protected and compliant with European regulations.
