AI Support Assistant & CRM Lookup
Helped teams get answers faster by bringing account information into support workflows and reducing manual lookups and back-and-forth.
My role: Feature Owner, Intelligent Case Management
Project context: Sales-focused enterprise support organization
Part of a larger platform: Enterprise Support Intake & Routing
What needed to change.
Support staff fielded approximately 1,500–2,000 informational requests per month, including repeat lookups.
Answer common data questions faster without losing the human handoff path.
What I designed and led.
- Scoped repeatable record-lookup and summarization opportunities.
- Introduced workflow AI assistance live October 19, 2026.
- Connected owner and renewal-date lookups to existing intake.
What changed.
AI assistance launched October 19, 2026 on an established support workflow. At an assumed 15% deflection of ~1,744 monthly requests, modeled labor savings are ~98 hours/month; actual AI deflection has not been measured.
Efficiency estimate: Illustrative midpoint scenario: ~1,744 monthly requests × assumed 15% deflection × 0.375 hours per deflected request ≈ 98 hours. Range ~45–180 hours/month. Deflection is unmeasured; most action requests still require a human.