The challenge
A growing customer base increased the pressure on a software support operation.
OUTSYSTEMS IN ACTION / TECHNOLOGY
How a software provider automated 35% of support operations
Support should scale without making customers work harder for an answer. This software provider connected an AI assistant to operational knowledge and support workflows. Explore the reported results, then consider where automation and human expertise should meet in your service.
RESULTS REPORTED IN THE SOURCE
35%
of support operations automated
34%
reduction in new ticket creation
62%+
of support questions answered by the agent in its first year
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The provider used OutSystems to build an AI support assistant connected to its knowledge base and support workflows.
The outcome
The source reports 35% of support operations automated and a 34% reduction in new ticket creation.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Connect an answer to the support journey.
A helpful answer should reduce the work required to resolve the customer’s problem. Decide what context the assistant needs, how it identifies relevant guidance and when it should hand the issue to a person. Preserve the conversation so customers do not have to start again after escalation.
02
Measure resolution quality as well as volume.
Ticket reduction alone does not explain whether support improved. Review answer usefulness, escalation quality and the time required to reach a resolution. Use those observations to improve knowledge content and the surrounding application workflow rather than optimizing the assistant in isolation.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.