The situation
The company served 5,000+ customers and received 200-300 support requests a day. Around 80% were repetitive — password resets, billing questions, order status — yet they drained the support team's time. Response times had climbed to 4-6 hours, with no coverage outside business hours.
What we did
We built a Claude-based AI agent connected to the company's systems through MCP servers: the knowledge base, CRM, billing, and ticketing. The agent analyzes each request, classifies it, resolves it automatically, and escalates only complex cases to a human. We shipped it across a Telegram bot, a website widget, and email integration.
The outcome
Today 80% of requests are handled with no human involvement, and average response time dropped from 4.5 hours to under a minute, with continuous 24/7 coverage. The team is free for harder technical work, and customer satisfaction rose from 3.5 to 4.7 out of 5.