Before & After
Real operational shift for AI Support Console — drag the slider to compare states.
Before
Agents answered the same questions repeatedly across email, chat and CRM. Average first response exceeded 4 hours. Knowledge lived in PDFs, Notion pages and senior staff memory.
After
A single AI console cites sources, drafts replies for agent review, and routes escalations automatically. First response dropped below 90 minutes with full audit trails.
Drag the slider to compare before and after
Measured impact
First response time
Before
4.2 hrs
After
1.5 hrs
Repeat question volume
Before
68%
After
22%
Agent confidence score
Before
6.1 / 10
After
8.7 / 10
Delivery timeline
How Novatelia Studio executed this engagement.
Phase 01
Knowledge audit
Mapped 48 support sources and tagged escalation paths.
Phase 02
Assistant UX
Designed review-first workflow so agents stay in control.
Phase 03
Integration layer
Connected CRM, helpdesk and citation-backed retrieval.
Phase 04
Launch & tuning
Measured response times and refined prompts from real tickets.
Challenge
Support teams were overloaded with repetitive questions and fragmented context.
Solution
Novatelia Studio designed an AI console with review paths, source citations and escalation rules.
Results
- ✓60% faster first response
- ✓Higher agent confidence
- ✓Improved customer satisfaction
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