The problem
Customers waited hours for answers to the same fifty questions. Agents burned out on repetition and had no time for the hard cases.
What we did
- Mapped six months of real conversations to find what customers actually ask.
- Built an assistant grounded in the company’s own policies and prices — it says “I don’t know” rather than guess.
- Kept humans in the loop for everything sensitive, with clean handoffs.
The outcome
Most questions answered in seconds. Agents now spend their time where judgment matters.