How ProjectFitter Transformed Customer Support with AI Automation
Explore how ProjectFitter implemented CoSupport AI within Freshdesk and Freshchat to automate support workflows, improve response quality, and deliver faster, more consistent customer assistance across chat and email.
- Country:
- USA
- Industry:
- Software Development
- Integration time:
- 15 days
- Support Team:
- 8 agents
- Support Setup:
- Freshdesk & Freshchat
The Client’s Profile
ProjectFitter is an AI-driven hiring platform that matches tech candidates with jobs, reducing time-to-hire by 40%. The platform offers advanced filtering, candidate scoring, and success-rate predictions for employers, while candidates benefit from personalized recommendations and cultural-fit scoring.
🤔 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
🚀 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.
- 76%
- 75%
- 44%
- Resolved chats
- Resolved emails
Client’s Feedback
“CoSupport AI streamlined our operations with advanced customer service AI tools, automating about 70% of support tickets and shortening resolution time from hours to minutes.”
Yaroslav BurgmanProject Manager