Big Impact, No Matter the Team Size:
Hour Timesheet’s AI Success Story

The Client’s Profile

Hour Timesheet is a US-based provider of intuitive and reliable DCAA-compliant time tracking software, designed to help government contractors and businesses streamline payroll, billing, and compliance reporting.

Country:
USA

Industry:
HR Software

Support Team:
2 agents

Support Setup:
Zendesk

Support Channels:
Chat

Ticket Volume:
~100 chats/month

Challenge

After analyzing a year’s worth of support tickets, the Hour Timesheet team discovered that over 50% of inquiries were repetitive. This highlighted an opportunity to improve efficiency, prompting the team to explore automation — where AI quickly stood out as a natural fit for the task.

Goal

The primary goal was to automate 50% of incoming chats without compromising customer service quality, which would enable faster support for customers and allow the team to focus more on complex issues. Ultimately, the company wanted to reduce routine workload.

Solution

The team implemented CoCustomer — an AI support agent designed to deliver real-time, accurate responses by leveraging the company's own data sources. The AI Agent was trained using Help Center articles and historical support tickets, following the next step — integration.

Integration

The solution was integrated directly with the company's existing Zendesk Chat, with no disruption to ongoing operations. From onboarding to full deployment, the entire process took just two days — requiring no workflow changes and no additional tools.