Client context
A B2B services company with a small support team handling a growing volume of inbound requests across email and a help desk. Details are anonymized at the client's request.
Case study
AI-assisted customer support triage for a B2B services team
An anonymized look at how a support team replaced manual ticket triage with an AI-assisted workflow — faster routing and consistent first answers, with agents in control of sensitive replies.
The business problem
Tickets were triaged by hand, repetitive questions consumed most of the team's time, and answer quality varied between agents as volume grew.
The process before Mindstructs
Every request was read, categorized, matched to a knowledge-base article or past ticket, and routed manually — with complex cases bouncing between people.
Discovery and requirements
Through AI-guided discovery we mapped the real support process, the categories that mattered, and the cases that must stay with a human, and turned them into structured requirements and task cards.
The solution we designed
An AI workflow that classifies each request by intent and urgency, searches the knowledge base, drafts a reply in the customer's language, and routes anything sensitive or low-confidence to an agent for approval.
Implementation
We integrated with the existing help desk and knowledge base, added human-in-the-loop approval on sensitive categories, and logged every step for review.
Technologies used
LLM-based classification and retrieval over the knowledge base, integrated with the help desk through its API, with monitoring on answer quality.
Results
Repetitive questions were handled faster and more consistently, triage stopped being a manual bottleneck, and agents spent more time on cases that needed judgment. Outcomes are described qualitatively at the client's request.
What was supported after launch
We kept the workflow monitored, tuned categories and answers as volume and edge cases grew, and adjusted the human-in-the-loop rules over time.
Related services
Could this work for your process?
Describe your process and where it slows down. We turn it into structured requirements, an AI workflow and a working, supported solution.