A case study from the technical support area. Find out how AI agents took over repetitive technical decisions, giving the company the ability to instantly multiply expert knowledge without hiring new staff.
Long analysis times for warranty claims and the need to manually sift through hundreds of technical data sheets (TDS) and company standards — all handled by the most experienced, and most expensive, engineers in the organisation. Every ticket required personal expert involvement, creating a permanent bottleneck: the queue grew, response times lengthened, and technical knowledge was unavailable outside working hours.
Vision AI performs an initial visual diagnosis of defects based on photos submitted by the contractor — without any engineer involvement. RAG Agents cross-reference the diagnosis against TDS technical data sheets and company standards, identifying precedents and requirements. Decision Agents generate a ready-made draft warranty ruling with full technical justification and a recommended action — the expert approves with a single click instead of spending hours on analysis.
Engineers focus exclusively on approving decisions — not preparing them. Warranty ticket closure accelerated by 30% with the same team and without any additional hires.
Advisory support for contractors available around the clock — scaling expert knowledge without recruiting new engineers. The system learns from every approved case, becoming more precise over time.
Results measured over a 12-week pilot at a technical service enterprise (RAG integration on internal knowledge base). Metrics derived from operational audit conducted at end of deployment phase.
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