Case Study: Comet Software Group achieves faster, source-cited customer support with Rakam AI

Comet Software Group cuts first-line support tickets by 60–70% with Rakam AI

Comet Software Group, which builds three distinct ERP products, sought to provide intelligent, brand-specific customer support for each product line without incurring the cost of building three separate systems. Their challenge was that first-line support was bogged down by repetitive tickets for issues already covered in documentation or past tickets, a costly and inefficient process. They turned to Rakam AI for a solution.

Rakam AI implemented a shared support system with separate configurations for each ERP brand, allowing it to search documentation and resolved tickets, provide answers while citing the source, and escalate uncertain cases. This solution from Rakam AI resulted in a 60-70% reduction in first-line ticket volume for Comet Software Group. The freed-up support time was redirected to more complex second-line issues, while response times for common questions dramatically improved.

Comet Software Group