A B2B services team was fielding more inbound requests than the team could keep up with. Every message had to be read, answered, and pointed to the right person by hand — so replies slowed down whenever volume spiked or someone was out, and the first response was only ever as fast as whoever happened to be watching the queue.
What we built
We put an AI assistant on the front line of that queue. It reads each incoming request, drafts an accurate reply from the team’s own approved material, and routes the message to the right person — with a human staying in the loop for anything sensitive or unusual. The routine first pass stopped depending on someone being free to do it.
The outcome
Response time dropped 63%. The same team handled the same inbound flow, but the first response no longer waited on a person clearing their queue — and people spent their attention on the messages that actually needed judgment, not triage.
Why it worked
We didn’t try to automate everything at once. We started with the single highest-volume, most repetitive part of the workflow, wired the assistant into the tools the team already used, and widened its scope only once it had earned trust on real traffic. The result is a front line that runs whether or not anyone is at their desk.