Customer operations · AI Proofs of Concept · 2025
Support Copilot Concept
A support team of sixty wanted to know: could AI actually reduce ticket handling time, or was it hype? We built a working proof of concept and tested it with real agents on real tickets.
Result
A tested proof of concept that earned internal investment.
What we delivered
- Use-case definition
- Conversational UX
- Clickable prototype
- Functional proof of concept
- Feasibility report
The problem
Leadership was being pitched AI tools weekly, each promising transformation. The support director needed evidence, not demos, grounded in her team's actual tickets, tone and edge cases.
What we did
We defined one narrow, high-value use case: drafting first responses for the five most common ticket types. Not a chatbot, not a platform: a focused assistant.
We designed the agent-facing UX around trust: the AI drafts, the human decides, and every suggestion shows its source. Then we built a functional proof of concept on the team's historical tickets and ran a two-week trial with eight agents.
The outcome
First-response drafting time fell by 40% in the trial, and agents kept 70% of drafts with light edits. The results earned budget for a production build, plus a feasibility report that told the team exactly what to watch for.