Achieved Key Result
70%
of internal support requests resolved by AI
AI Automation for Freshdesk and Slack That Optimised Internal Support
Discover how Outstaff Your Team integrated AI into Freshdesk and Slack to automate internal support, reduce response time, and improve productivity across teams.
Achieved Key Result
70%
of internal support requests resolved by AI
Country:
USA
Industry:
HR Tech
Integration time:
3 days
Support Team:
11 agents
Support Setup:
Freshdesk
The Client’s Profile
Outstaff Your Team has been a trusted partner in the tech industry since 2010, delivering end-to-end hiring and HR solutions for startups and fast-growing tech companies. The team specializes in attracting, hiring, and supporting global talent across Tech, Digital, and Creative roles while streamlining HR operations.
🤔 Challenge
Conducting hundreds of interviews each month led to thousands of repetitive follow-up questions from candidates. Responding manually slowed the team down and created a challenge, especially as the company scaled. Outstaff Your Team needed a solution to dramatically improve response speed while keeping HR specialists in control of communication quality.
🏆 Goal
The primary goal was to reduce ticket response time by at least 40% using AI-generated reply suggestions in Freshdesk. Additionally, the team aimed to automate a large portion of internal staff inquiries about policies and procedures directly in Slack.
💡 Solution
The team implemented two CoSupport AI solutions: AI Assistant — to support HR specialists with accurate reply suggestions in Freshdesk, reducing manual effort and speeding up communication with candidates. AI Agent to automatically resolve internal inquiries in Slack using the company’s internal documentation and SOPs.
🔗 Integration
The 3-day deployment began with training the AI Assistant on canned responses and FAQ documentation before integrating it into Freshdesk, where it immediately began generating accurate reply suggestions that significantly reduced response time. Building on this success, AI Agent was then trained on internal policies and integrated into Slack, where it now autonomously resolves most internal requests with consistency and accuracy.
🚀 Achieved Key Results
- 3-day Freshdesk deployment.
- 2,415 tickets assisted by CoAgent in October.
- 58% faster first response time.
- 63% faster resolution time.
- 70% of internal support requests resolved by AI.
Client’s Feedback
“This AI customer service solution was implemented in just three days, and the first month's results were stunning — the average resolution time decreased by more than 50%. Long-term, the turnover in the team has improved as our agents were no longer bored with resolving repetitive questions. I’m glad we ran into CoSupport AI back in 2023. Recommended!”
CEO, Outstaff Your Team