CoSupport AI Cuts Response Time from Hours to Minutes
The Client’s Profile
The Client’s Profile
ProjectFitter is an AI-driven hiring platform that matches tech candidates with jobs, reducing time-to-hire by 40%. It offers advanced filtering, candidate scoring, and success rate tracking for employers, while candidates benefit from personalized job matches and company scoring for cultural fit.
Country:
USA
Industry:
Software Development
Integration time:
15 days
Support Team:
8 agents
Support Setup:
Freshdesk & Freshchat
Case Overview
As a tech company specializing in AI-driven solutions, ProjectFitter aimed to optimize its customer support operations by leveraging generative AI. With a deep understanding of AI’s capabilities, they initially attempted to develop their own AI-based support model using OpenAI’s API.
However, when it came time to integrate the solution with Freshdesk and Freshchat, they realized the complexity and long-term maintenance demands would require significant internal resources. To avoid this overhead and ensure a smooth, scalable setup, they searched for an out-of-the-box solution and discovered CoSupport AI. Their primary requirement was a seamless integration with Freshdesk and Freshchat.
CoSupport AI’s
Tasks
Faster Resolution Time
Decrease the average resolution time
from 5 to 1 hour.
Automated User Support
Automate the resolution process
for 50% of user inquiries.
Freshdesk and Freshchat Integration
Integrate AI Agent with Freshdesk
and Freshchat helpdesk.
AI Model Training
To improve AI response accuracy and consistency, the team shifted to a structured approach by creating a centralized Platform Guide, an internal knowledge base outlining the platform features, internal procedures, and best practices. This guide was then integrated into CoSupport AI as the primary source of truth.
By connecting the Platform Guide to CoSupport AI, the AI started generating answers based on the most reliable information, leading to accurate and aligned responses across both Freshdesk and Freshchat channels.
Integration
Seamless Integration with Freshdesk and Freshchat
Upon the client’s request, the CoSupport AI team implemented integrations with the client’s Freshdesk and Freshchat workspaces.Freshdesk integration provided the AI agent with the capacity to resolve common requests autonomously, triage complex issues, summarize conversations, and route tickets to human agents when necessary.
Simultaneously, the Freshchat integration enabled CoSupport AI to provide real-time assistance directly in chat. By handling a high volume of inquiries instantly, the AI not only reduced agent workload, but also improved customer satisfaction by delivering immediate, context-aware responses.
Summary
Summary
After integrating our AI Agent with the client's Freshdesk and Freshchat workspace, ProjectFitter's support operations were significantly automated. Within two months of service, we’ve achieved stunning results: about 70% of all support requests are resolved by AI now, while the average resolution time dropped from hours to minutes. The standout aspect of the client’s journey was the rapid deployment — completed in just two weeks — enabling them to quickly unlock the value of AI with minimal friction.
AI Deflection Efficiency:
75% of all incoming chats were resolved autonomously by the AI.
76% of all email inquiries were resolved autonomously by the AI.
Resolution Speed Boost:
93% decrease in average resolution time for chats from August to October.
77% decrease in average email resolution time from August to October.
Client’s feedback
Client’s feedback
CoSupport AI streamlined our support operations with its advanced customer service AI tools, automating the resolution process for about 70% of support tickets and shortening the resolution time from hours to minutes.
Yaroslav Burgman
Project Manager, Project Fitter
Recommendations
If you’re looking to optimize your customer support operations, CoSupport AI offers a proven, efficient, and scalable solution. Based on our success with ProjectFitter, we recommend the following steps to achieve seamless AI-driven support for your business:
Identify Automation Goals
Define inquiries you want AI to handle versus those requiring human intervention.
Build the Knowledge Base (KB)
The KB is needed for AI to generate answers. Be careful here. Garbage in, garbage out.
Choose the Right Integration
Ensure your AI support solution integrates smoothly with your existing CRM or ticketing system (e.g., Zendesk, Freshdesk, Freshchat, or Intercom).
Enable Real-Time Synchronization
Keep AI up-to-date by syncing it with your help center and customer interaction data.
Deploy Across Multiple Channels
Connect AI support to the communication channels your customers prefer, such as email, social media, and live chat.
Monitor and Optimize
Continuously track AI performance, analyze customer interactions, and refine the model based on new inquiries and data.
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