Achieved Key Result
53%
decrease in full ticket resolution time
AI That Improved Support Response, Content Productivity, and HR Analysis at Softorino
Learn how AI integration helped Softorino reduce support response times, generate accurate marketing copy, and accelerate HR analysis for better staffing decisions.
Achieved Key Result
53%
decrease in full ticket resolution time
Country:
USA
Industry:
Software Development
Integration time:
1.5 months
The Client’s Profile
Softorino is a US-based software company known for creating macOS and Windows apps, including file managers, converters, data transfer tools, system optimisers, and streaming tools. With over 15 million global downloads, the company continually improves its product line and internal operations.
🤔 Challenge
Softorino evaluated six different AI vendors but found that competing solutions frequently hallucinated, creating unreliable outputs that could not be trusted for customer support, marketing content, or HR decision-making. They needed an AI setup that maintained high accuracy across Zendesk emails and chats, automated marketing content creation without human rework, and reliably analysed CVs and candidate profiles for HR. The challenge was to implement an end-to-end AI solution that could support three departments while ensuring precision and workflow consistency.
🏆 Goal
Softorino aimed to introduce AI across as many operational processes as possible to accelerate team performance, focusing on three core goals: scaling customer support through accurate AI-generated response suggestions in Zendesk emails and chats, reducing manual workload in marketing by speeding up content creation, and improving HR decision-making by automating CV analysis and candidate matching.
💡 Solution
CoSupport AI implemented two complementary products: an AI assistant that generates accurate response suggestions inside Zendesk to reduce first response and full resolution times, and the CoSupport AI Business Intelligence tool, a conversational data-analysis solution integrated into Slack that allows marketing and HR teams to request insights, analyse data, and automate repetitive tasks instantly. Together, these tools enabled the Support, Marketing, and HR departments to streamline workflows, make data-driven decisions, and execute tasks significantly faster.
🔗 Integration
CoSupport AI enhanced Softorino’s operations across three departments: in Customer Support, AI Assistant integrated with Zendesk to generate AI-powered draft responses for emails and chats, improving speed and consistency; in Marketing, CoSupport BI connected to Slack to produce social posts, emails, and SEO content based on customer feedback and past conversations; and in HR, CoSupport BI linked to internal systems to analyze CVs, match candidates to job requirements, and enable faster, more informed staffing decisions.
🚀 Achieved Key Results
Customer Support
- ~$2,500 saved monthly.
- 30% increase in resolved tickets.
- 45% decrease in first response time.
- 53% decrease in full ticket resolution time.
Client’s Feedback
“Setup took one API key. In three months, resolution rates grew from 69 to 82 percent. We tested six other tools before. Nothing performed as well as CoSupport AI.”
CEO, Softorino