Case study
Transformed customer support operations with an intelligent AI assistant that cut response times by 70% and brought satisfaction scores to an all-time high.
Client
TechCorp Solutions
Industry
IoT-Enabled Smart Device Development
Technology
OpenAI, Python, React
Timeline
14 weeks
Key outcomes
45 sec
Response Time
down from 14 min avg
$500K
Cost Savings
annualised year-one
95%
CSAT Score
up from 72% baseline
80%
Queries Automated
tier-1 without human touch
The challenge
TechCorp's support team was drowning in repetitive queries — password resets, order status, billing FAQs. Average wait time had climbed to 14 minutes, agents were burning out, and CSAT had dropped to 72%. Hiring more agents wasn't viable; costs were already 2× budget.
Our approach
We fine-tuned GPT-4 on TechCorp's knowledge base and integrated it with their Zendesk instance via a custom middleware layer. The assistant handles tier-1 queries end-to-end and escalates to a human agent — with full context — when confidence drops below threshold. A feedback loop retrains the model weekly on escalation transcripts.
Results & impact
Within 90 days of go-live, 80% of incoming queries were resolved without human touch. Average response time dropped from 14 minutes to under 45 seconds. CSAT climbed from 72% to 95%, and annualised support costs fell by $500K.
What we delivered
GPT-4 Fine-Tuned Model
Custom-trained on 18 months of support transcripts and the full product knowledge base.
Zendesk Integration Layer
Middleware that routes, escalates, and injects full conversation context into agent workspace.
Weekly Retraining Pipeline
Automated MLOps pipeline that ingests escalation data and retrains the model every Sunday.
Analytics Dashboard
Real-time CSAT, deflection rate, and escalation heatmap for support leadership.
“
ArrayMatic didn't just build a chatbot — they rebuilt how our support org operates. The weekly retraining loop means the system keeps getting smarter without us lifting a finger.
Sarah Chen
VP of Customer Experience · TechCorp Solutions
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