AI Agent for B2B customer service
Development of an intelligent conversational agent that autonomously handles 60% of business customer support requests.
The Challenge
The company received over 2,000 support requests per month via email and phone. The support team was overloaded and response times were increasing, impacting customer satisfaction.
The Solution
We developed an AI agent based on LangGraph with access to the corporate knowledge base, CRM, and ticketing systems. The agent autonomously handles common requests and escalates complex ones.
The Challenge
The company, a leader in B2B digital services, was managing a growing volume of support requests. Main issues:
- High volume — Over 2,000 monthly tickets
- Repetitive requests — 70% concerned frequently asked questions
- Response times — Average of 4 hours for first response
- Growing costs — Need to expand the team
The Solution
We developed a conversational AI agent using the Fastal LangGraph Toolkit:
Knowledge Access
The agent accesses the corporate knowledge base through RAG (Retrieval Augmented Generation). It can consult documentation, FAQs, operational procedures.
CRM and Ticketing Integration
The agent recognizes the customer, accesses interaction history, can update the CRM, and create tickets when necessary.
Intelligent Escalation
When the agent cannot resolve a request, it escalates to the human team with a complete summary of the problem and actions already attempted.
Continuous Learning
The system improves over time through operator feedback and conversation analysis.
The Results
The implementation transformed customer service:
- 60% of requests handled autonomously by the agent
- Average response time reduced from 4 hours to 30 minutes
- Customer satisfaction increased by 15 points
- Cost per ticket reduced by 40%
The human team now focuses on complex cases requiring expertise and empathy.
Technologies Used
"The AI agent has freed our team from repetitive requests, allowing us to focus on cases that truly require human expertise."