How ProjectFitter Transformed Customer Support with AI Automation

🤔 Challenge

ProjectFitter initially attempted to build its own AI support model using OpenAI’s API. While the prototype worked, integrating and maintaining the solution inside Freshdesk and Freshchat proved too complex and resource-intensive. With support volume increasing across chat and email, the team needed a fully integrated, scalable AI system capable of handling both real-time inquiries and email support without heavy engineering effort.

🏆 Goal

The primary goals were to reduce the average resolution time from five hours to one hour, automate 50% of all user inquiries, and seamlessly integrate AI into the existing Freshdesk and Freshchat environments.

💡 Solution

The team adopted CoSupport AI’s integrated support solution:
AI Agent — for structured internal documentation and consistent answer generation based on the centralized Platform Guide.
AI Assistant — for Freshdesk and Freshchat, handling real-time chat conversations and email requests with AI-generated responses, triage, and escalation support.

🔗 Integration

Freshdesk & Freshchat Integration
CoSupport AI is integrated directly with ProjectFitter’s Freshdesk and Freshchat environments, enabling the AI agent to resolve common questions, summarize conversations, classify issues, and escalate complex tickets as needed. Initially, ProjectFitter attempted to train the AI on historical tickets; however, outdated and inconsistent data led to inaccuracies in the training process. To address this, the CoSupport team introduced a structured approach by creating a centralized Platform Guide that included accurate procedures, feature descriptions, and best practices. Once this guide was connected to CoSupport AI, it became a reliable source of truth, producing consistent, high-quality responses across all support channels.

🚀 Achieved Key Results

• 76% of all email inquiries resolved by AI.
• 75% of all chats resolved autonomously.
• 93% faster chat resolution time.
• 77% faster email resolution time.
• Fully deployed in 15 days across Freshdesk & Freshchat.