1. Executive Summary
A global enterprise operating an online ordering platform reduced customer support request volumes and significantly improved internal routing efficiency by deploying an LLM-driven conversational assistant developed by Intersoft. Initial deployment in the US market led to immediate deflection of repetitive email inquiries and more precise case routing—freeing support teams to focus on high-value tasks. The next phase includes error-message interpretation and global rollout.
2. Client Context
The client, a multinational corporation with a complex B2B ordering platform, receives thousands of customer inquiries daily. These include:
- Order status updates
- Payment clarifications involving credit departments
- Technical issues during the ordering process
- Repetitive FAQ-type questions (e.g., delivery timelines, account setup)
The legacy support model relied heavily on email, which created inefficiencies in triage and resolution speed.
3. The Challenge
The company’s customer service operations were burdened by:
- High volumes of repetitive inquiries via email
- Slow internal case routing across departments (e.g., credit, logistics, IT)
- Delays in responding to customers due to manual pre-qualification of requests
These inefficiencies impacted customer satisfaction and internal productivity.
4. Our Approach
Intersoft designed a three-phased rollout strategy:
- Discover: Audit of email traffic, inquiry categorization, and case handoff delays
- Design: Configure a domain-trained LLM assistant for integration into the US ordering portal
- Deliver: Implement the assistant with real-time pre-qualification, contextual form capture, and department-aware routing logic
5. The Solution
The deployed solution included:
- LLM Conversational Assistant: Embedded on the ordering portal, it answered repetitive queries instantly and guided users through structured pre-request forms
- Automated Routing Engine: Leveraged NLP-based tagging to classify and route requests to the appropriate internal department (credit, logistics, support)
- Portal Integration: Fully integrated into the existing user interface, enhancing the experience without requiring users to switch channels
6. Outcomes / Impact
- Significant Drop in Email Volume: Many inquiries were resolved at the source without human intervention
- Improved Routing Accuracy: Pre-qualified tickets reached the correct department on first submission
- More Strategic Support Work: Teams were able to focus on complex customer needs, project escalations, and proactive relationship management
7. Lessons Learned / Critical Success Factors
- Embedded Access Drives Adoption: Users engaged more with support once it was embedded directly in the platform
- Routing Is as Valuable as Deflection: Correctly channeled requests had higher first-contact resolution rates
- Hybrid Service Model Works: Combining LLMs with human support boosted overall efficiency without losing the personal touch
8. Why Intersoft?
Intersoft brought together deep experience in LLM deployment, workflow automation, and B2B platform integration—making us the ideal partner to modernize high-volume support operations without disrupting critical customer touchpoints.
9. Next Steps / Looking Ahead
- Error-Code Interpretation: Enhancing the assistant to proactively respond to system error codes and messages, improving real-time troubleshooting
- Global Expansion: Deploying the assistant across all geographic markets with localization and compliance-aware training
10. Contact & Call to Action
Interested in transforming your global customer support with AI-powered intelligence? Contact Intersoft at intersoft.nl for a consultation tailored to your digital service landscape.
