Achieved Key Result
74%
deflection rate across tickets
How Remedico Used AI with Zoho Desk and Zoho SalesIQ to Automate Support and Improve Speed
See how Remedico trained AI on high-quality support data and integrated it with Zoho Desk and Zoho SalesIQ, achieving faster resolutions across chat and email.
Achieved Key Result
74%
deflection rate across tickets
Country:
USA
Industry:
Software Development
Integration time:
2 weeks
Support Team:
12 agents
Support Setup:
Zoho Desk + Zoho SalesIQ
The Client’s Profile
Remedico is an innovative dental software provider helping clinics streamline operations, increase treatment acceptance, and improve patient retention. Founded in the Gulf region, the company is expanding into new emerging markets and positioning itself as a leader in digital clinic management.
🤔 Challenge
Founded during the 2022 AI boom, Remedico aimed to automate customer support but struggled to find an accurate and reliable solution after testing multiple vendors. With no Help Center and only large volumes of historical tickets and chats to train on, support remained manual and time-consuming. They needed an AI partner that could integrate seamlessly with Zoho Desk and Zoho SalesIQ, handle inconsistent data with high accuracy, and automate at least 40% of support requests.
🏆 Goal
The primary goals were to automate 40%+ of incoming support tickets, reduce resolution time by over 50%, and achieve seamless integration with Zoho Desk and Zoho SalesIQ to handle both tickets and live chat requests.
💡 Solution
Remedico selected CoSupport AI to fully automate their customer support operations. The AI was responsible for handling common inquiries in both Zoho Desk and Zoho SalesIQ, reducing manual workload and enabling faster responses across all channels.
🔗 Integration
Seamless Integration with Zoho Desk and Zoho SalesIQ
With no public Help Center, the AI was first trained on ~40,000 historical tickets, but inconsistent data caused accuracy issues. After retraining on ~12,000 recent, high-quality tickets, response reliability improved significantly. CoSupport AI was then integrated into Zoho Desk and Zoho SalesIQ, managing live chats, resolving routine tickets, and triaging complex cases — streamlining workflows, reducing repetitive work, and allowing the support team to focus on higher-impact tasks.
🚀 Achieved Key Results
- 74% deflection rate across tickets and live chats.
- 60% faster resolution time
- $9,300 monthly savings from reduced support headcount.
Client’s Feedback
“The chatbot resolves around 75% of all support tickets now. This allowed us to downscale the support team by six team members, saving thousands of dollars per month in the long run. I am also very happy with the accuracy of AI responses — I’ve checked hundreds of conversations and haven’t noticed a single mistake. Collaboration with the CoSupport AI team has been an absolute game-changer for our customer support processes.”
CEO, Remedico