Case Study: eCatering cuts email support workload with CoSupport AI

How eCatering Scaled Email Support with AI

ecatering, a UK-based online supplier of catering equipment, faced a challenge with a high volume of repetitive email inquiries about products and orders. This volume was creating a bottleneck for their small support team, preventing them from scaling their operations effectively. To address this, they partnered with Cosupport.ai to implement its AI Agent for Freshdesk Emails.

The solution from Cosupport.ai was seamlessly integrated into the existing Freshdesk email flow. The AI agent automatically provided instant responses to common questions, fully resolving 50% of all incoming tickets. For more complex issues, it gathered essential context before escalation. This resulted in a dramatically faster average resolution time of 23 minutes and allowed human agents to focus on more demanding customer needs without any disruption to their workflows.

ecatering

Chris J.

Customer Success Manager