Case Study
Accelerating Customer Support with AI-driven Knowledge Retrieval
The company has thousands of employees and multiple internal systems storing essential information – manuals, region-specific instructions, and dealer-related content.
Support agents often struggled to find relevant answers quickly, which slowed down customer service and increased operational costs.
The company needed a solution that reduced the time spent searching through various systems, improving response times and overall service quality.
Approach
The company partnered with the Grape Up team to explore how an AI Assistant could enhance agent efficiency and improve response quality.
Through project consulting, the Grape Up team helped identify the most impactful use cases and selected the right technology stack to support them.
To demonstrate the solution’s potential, the team proposed building a proof of concept: an AI Assistant embedded in agent workflows, capable of retrieving information from internal systems and delivering contextually accurate responses.
Outcome
An AI Assistant was built and integrated directly into the customer’s platform, giving agents fast and intuitive access to multiple internal data sources.
The assistant significantly reduced the time agents spent searching for information, leading to faster response times and improved service quality.
By streamlining support workflows, the company was able to reduce operational costs and make better use of internal resources. The solution’s scalable architecture also lays the groundwork for future expansion – opening possibilities for supporting additional departments or even assisting vehicle users directly.