Nordell Software asked AIgensy to reduce support wait times without hiring a larger team.
The Challenge
The help desk received 12,000 tickets a month in five languages, and answers were spread across 40,000 outdated articles.
Our Solution
- Cleaned and indexed the knowledge base into a secure RAG pipeline.
- Built an agent that looks up accounts, explains billing and resets settings.
- Added human hand-off with full conversation context.
- Set up evaluations and a live quality dashboard.
The Results
68% of tickets are now resolved automatically, first response time fell from 9 hours to 40 seconds, and customer satisfaction rose by 18 points.
