Agentic AI in Customer Support Automation

Client: ERP Solution Provider

Context:
The client, a provider of ERP solutions, faced increasing pressure on their contact center due to a surge in multilingual inquiries. Staffing shortages and rising service expectations made it difficult to maintain quality support at scale. They needed a smarter, scalable solution that could reduce response times and ease the burden on support staff.

Challenge:
• High volume of support requests in multiple languages
• Staff overload and limited scalability of human resources
• Inconsistent response quality and delays in resolving routine queries
• Need to improve customer satisfaction without increasing headcount

Solution:

ADD developed and deployed a multi-agent AI system that interprets customer intent, dynamically searches internal knowledge bases, generates accurate responses, and appends relevant links. The system handles inquiries in multiple languages and integrates with the existing ticketing infrastructure to ensure seamless operations.

Our team enabled:

AI agents trained to interpret user intent and context
Real-time connection to ERP documentation and internal knowledge repositories
Automated generation of responses and smart links
Continuous learning to improve accuracy and coverage across languages

Business Impact:

The implementation resulted in a 70% estimated time savings in support resolution for standard queries. It significantly reduced employee workload, improved first-response consistency, and enabled the client to scale support services without increasing staffing costs. The multilingual capability was particularly effective in improving the customer experience in international markets.

Why ADD:

ADD delivers robust AI-driven automation solutions that enhance efficiency and scalability across enterprise functions. By combining deep domain knowledge with cutting-edge AI architecture, we empower ERP providers to deliver faster, smarter support—globally.