Proof, with numbers attached.

Challenge

40,000 support tickets a month across email and chat. First response averaged 14 hours, seasonal peaks buried the team, and hiring couldn't keep pace.

Approach

• Triage agent classifying, deduplicating, and routing every inbound ticket
• Retrieval layer over order data and historical resolutions so replies cite real records
• Human-in-the-loop escalation with confidence thresholds tuned weekly against evals

Challenge

Reps spent ~11 hours a week on CRM hygiene instead of selling. Forecasts were fiction because data entry was optional and inconsistent.

Approach

• Discovery sprint ranked five use cases; meeting-to-CRM copilot won on ROI per unit effort
• Copilot drafts call notes, updates deal fields, and suggests next actions reps approve in one click
• Eval harness scores extraction accuracy on every model release before it ships to users

Challenge

Legal had blocked all generative AI after an unapproved tool leak. Business units were shadow-adopting anyway — the worst of both worlds.

Approach

• Risk-tiered AI policy mapped to GDPR and the EU AI Act, written with legal not at them
• Private deployment pattern: no customer data leaves tenancy, full audit trail per prompt
• Red-team certification plus training so business units could self-serve within guardrails