How AI Customer Service Delivered 65% Ticket Reduction

When EduGlobal approached us with 12,000 monthly support tickets and a 48-hour average resolution time, we knew AI could help, but only if implemented responsibly.

Our approach combined RAG over their knowledge base, intelligent ticket routing, and human-in-the-loop escalation for complex cases.

Within 90 days, automated resolution handled 65% of tier-1 tickets. Customer satisfaction increased from 72% to 91%. Average resolution time dropped to 4 hours.

The key was not replacing humans but augmenting them, freeing agents to handle cases that truly need empathy and judgment.