Augmented Customer Support

When requests pile up

Support teams must handle large volumes of inquiries from various channels: emails, forms, chat, calls, or customer portals. Each request must be quickly understood, correctly qualified, and processed with context and history in mind.

This diversity complicates prioritization and consumes time on repetitive tasks, at the expense of complex or high-value requests.

Why manual processing reaches its limits

Manual reading and qualification of requests rely on variable interpretations and individual knowledge. Urgent matters may be misidentified, key information may be overlooked, and responses may lack consistency.

When volumes increase, maintaining a consistent service level becomes difficult.

Fasfox’s approach to customer support

Fasfox develops artificial intelligence solutions capable of automatically analyzing incoming requests. The AI identifies intent, urgency level, and key information, then leverages existing knowledge bases to propose appropriate responses or actions.

Agents retain control over validation and sending, while the AI structures information and accelerates processing. The solution integrates with existing support tools and adapts to current processes.

How it works in practice

1. Requests are analyzed upon receipt, regardless of channel.
2. Artificial intelligence identifies the subject and priority level.
3. Relevant information from history and documents is made available.
4. Response or action proposals are generated.
5. Teams adjust and validate responses.
6. Interactions enrich the knowledge base.

Operational benefits

• Reduced response times
• Better request prioritization
• More consistent and contextualized responses
• Lightened operational workload
• Improved customer satisfaction

Situations where this solution is particularly relevant

• High volumes of customer requests
• Multiple contact channels
• Strong responsiveness and service quality requirements
• Need to make request processing more reliable

Deployment and integration

Fasfox deploys this solution by integrating with existing customer relationship tools, respecting security and confidentiality rules. Usage is tracked and progressively adjusted based on field feedback.