CoSupport AI Achieves 80% Resolution Rate, Saving $14K
Monthly
The Client’s Profile
The Client’s Profile
SupportYourApp is a customer support outsourcing company that helps businesses scale their customer service operations, focusing on delivering high-quality support. Founded in 2013, SupportYourApp has expanded its services globally, providing dedicated support teams for various industries, including SaaS, e-commerce, FinTech, and many more.
Country:
USA
Industry:
BPO
Integration time:
1 month
Support Team:
22 agents
Support Setup:
QCRM (in-house helpdesk)
Case Overview
Over the past 10 years, SupportYourApp has grown into a global team of more than 1,500 professionals. Managing such a large and diverse workforce comes with its own challenges. One of the biggest is ensuring that team managers can focus on strategic tasks rather than spending valuable time answering questions from support agents about company policies, tools, training, and other internal processes.
Being one of the best BPO companies on the market, they forecasted AI success in the customer support field, and hence, started the early adoption back in 2021. At that point of time, the company had an internal onboarding team to streamline the newbies’ onboarding process and free managers from general questions that sometimes came from already onboarded specialists.
A thorough AI market research and numerous discussions with different AI providers led SupportYourApp to CoSupport AI. The goal was clear — automate as many internal support requests as possible.
CoSupport AI’s
Challenges
Non-Hallucinating AI
In 2021–2022, AI hallucinations were common and posed a major risk for SupportYourApp, potentially harming client trust and brand reputation.
Multilingual Support
SupportYourApp operates in over 60 languages, making multilingual support a critical requirement for AI.
Custom Integration
The company uses an in-house helpdesk for managing internal support requests, which required building a custom AI integration (many providers refuse such requests).
Implementation
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Summary
Summary
In less than a month, CoSupport AI successfully completed a custom integration with the client’s in-house helpdesk, becoming an integral part of SupportYourApp’s support ecosystem. By the end of the second month, the AI achieved an impressive 80% deflection rate, allowing the company to scale down its human onboarding team and save ~$14,000 monthly.
Efficiency: 80% of internal support requests are handled by AI now, which has allowed the company to scale down the human onboarding team and, consequently, save $14,000 monthly.
Accuracy & Multilingualism: Multilingual AI support in 60+ languages, ensuring accurate responses without hallucinations.
Custom Integration: Seamless integration with an in-house helpdesk, QCRM, guaranteeing no workflow disruption.
Client’s feedback
Client’s feedback
After launching CoSupport AI, we’ve automated around 7k monthly chats and emails — with AI tools for customer service like this, 80% of our incoming requests are handled automatically now. This allowed us to significantly cut operational costs, saving thousands of $, while maintaining high support quality. The team’s professionalism exceeded our expectations.
Axel Barrionuevo
Account Manager,
SupportYourApp
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 SupportYourApp, 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.
Custom AI Integration
AI integrates seamlessly with in-house systems, when built by the right partner.
Internal documentation
Keep internal documentation always up-to-date to preserve the highest response accuracy.
Monitor and Optimize
Continuously track AI performance, analyze support interactions.
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