May 2025
Intermediate to advanced
35 pages
57m
English
Overview
This 35-page ECHO Report is suitable for technology leaders looking for strategic direction on integrating generative AI into customer support at scale, without compromising service quality or compliance.
The expert: Kirill Markin, Former Head of R&D at SOAX.
The organization: SOAX, a mid-sized global data extraction platform helping businesses gather web data efficiently. The company focuses on scaling automation within data-intensive, user-facing environments.
The problem: SOAX needed to deliver 24/7 customer support while tackling scalability, repetitive queries, and resource strain -- without sacrificing the quality and speed of responses.
The solution: A layered AI customer support system that uses ChatGPT and complementary tools to automate 80% of queries while smartly escalating complex issues to human agents.
Key decisions
- Build layered reasoning and cross-referencing to reduce hallucinations and improve context
- Embed AI workflows into daily operations
- Select LLMs based on task requirements, not hype
- Encourage tight, cross-functional collaboration between tech and support
Key results
- 80% automation of support queries
- 30–35% reduction in support hours
- 95% increase in customer satisfaction (CSAT)
- Maintained human oversight for complex, high-context interactions
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