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Case Study • 2025
AI support platform with GPT-4 chatbots, automated ticket routing, sentiment analysis, and unified email/chat/social inbox built on Laravel + React.
Client
SupportTech Solutions
Industry
SaaS & Customer Service
Timeline
Feb 2025 - Sep 2025
Team
6 people
SupportTech Solutions provides customer support software to 800+ companies. They needed a next-generation platform leveraging AI to handle routine inquiries automatically while routing complex issues to human agents. The platform needed GPT-4 powered chatbots for instant responses, sentiment analysis to prioritize upset customers, smart ticket categorization and routing, unified inbox for email/chat/social media, and comprehensive analytics. The goal was reducing support costs while improving customer satisfaction through intelligent automation.
Support teams were drowning in tickets—70% were routine questions answered repeatedly. Average response time was 4 hours, leading to frustrated customers and churn. Agents spent time on simple inquiries instead of complex problems. No visibility into customer sentiment meant angry customers waited in queues. Multi-channel support (email, chat, Twitter, Facebook) required 4 different tools. The company needed AI automation that felt human while freeing agents for high-value work.
We built an AI-first support platform with GPT-4 powered chatbots handling routine inquiries with 85% accuracy. Sentiment analysis detects frustrated customers and prioritizes their tickets. Smart routing uses AI to categorize tickets and assign to specialists automatically. Unified inbox consolidates email, live chat, Twitter, Facebook, and phone into single interface. Real-time collaboration lets agents see who's viewing tickets. Comprehensive analytics track resolution times, customer satisfaction, and AI vs human handling rates.
From discovery to launch
The AI-powered platform transformed customer support operations with 82% of routine tickets now handled by AI chatbots without human intervention. Average response time dropped from 4 hours to 12 minutes. Customer satisfaction scores increased from 72% to 91%. Support costs decreased 58% while ticket volume grew 35%. Sentiment analysis reduced escalations by identifying frustrated customers proactively.
We built a cutting-edge AI support platform with Laravel 11 for robust backend, React 18 for agent interface, GPT-4 for intelligent automation, and Laravel Reverb for real-time collaboration.
"RelayDesk has been transformative for our support operations. Our chatbot now handles 82% of routine tickets instantly—customers get immediate answers instead of waiting hours. Our agents focus on complex issues that truly need human expertise. Customer satisfaction jumped 19 points while our costs dropped by half. The AI keeps learning and improving. It's like having a support team that never sleeps."
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