Support AI Engine

Vault Finance was onboarding thousands of new users a day, and their support team was drowning in it. What used to be a point of pride, fast, personal customer service, was collapsing under the weight of basic account inquiries, password resets, and transaction status questions.

Support agents were drowning in repetitive tier-1 queries, leading to average response times ballooning from 15 minutes to over 4 hours. The backlog was causing severe customer frustration, directly impacting their Trustpilot scores. Hiring more agents linearly with user growth was financially unsustainable and failed to solve the root problem of repetitive manual work.

A custom, secure LLM pipeline was built using Vertex AI and LangChain. Their internal knowledge base, API documentation, and historical ticketing data were vectorized and indexed securely. The AI agent was integrated directly into their existing Zendesk platform, intercepting and autonomously resolving standard queries, then escalating to human agents with full context for complex edge cases.

The AI engine deflected 65% of all incoming tickets instantly, resolving them accurately without human intervention. The support team's average response time for escalated, complex issues dropped back to under 10 minutes. Customer satisfaction (CSAT) improved to a record 92%, demonstrating that users preferred instant AI resolution for routine issues.

"We were completely underwater with support tickets. Codanum's AI agent didn't just stop the bleeding; it allowed our human agents to finally focus on high-touch VIP client relations instead of resetting passwords."