DESCRIPTION
The project was implemented at a major national game distribution company with several decades of history, which handles thousands of orders daily and operates a customer service system with national coverage. Due to the company’s size and reputation, the daily operations are extremely intensive, especially during seasonal periods, when the order volume can reach up to five thousand inquiries in a single day. The company's management felt that, alongside continuous growth and the accelerating pace of customer expectations, there was a need for a solution that could alleviate the customer service team, reduce response times, and provide a stable framework for operations. We began our collaboration with them in a single AI Office day, aiming to build an AI customer service system capable of autonomously managing the entire ordering process from confirmation to status notifications to problem handling. By the end of the day, a functional prototype was created, which, when integrated into the company's existing system, was able to automate a large portion of the tasks that had previously been performed manually. However, the project represented not just a technological development, but the beginning of a process that also laid the foundations for the company's internal AI capabilities.
PROBLEM
The company's customer service has been operating under heavy loads for a long time, especially during peak periods when the order volume increased several times over. The team handled every inquiry manually, whether it was about package tracking, order modifications, complaints, or providing general information. As much of the process was repetitive, employees spent a significant portion of their time on tasks that could have been automated. This not only slowed down response times but also made operations unsustainable in the long run, especially in a business where customer experience and quick service are fundamental expectations.
It was also a serious problem for the company's management that the workload associated with growth could not be managed with an expanding workforce, as the market's demand for labour and the costs of training posed a significant risk. Moreover, there was no cohesive AI knowledge within the team that would have allowed for internal development or even the recognition of automation opportunities. Therefore, the company needed not only a new technological solution but also an operational model that ensures the development of internal competencies. The biggest challenge was to reduce the customer service workload while maintaining the quality of responses, and ensuring that customers receive relevant, accurate information more quickly.
SOLUTION
DetSystems built a comprehensive solution in just one AI Office day, which was immediately capable of bringing a noticeable change to the daily operations of the company. In the first hours of our collaboration, we mapped out the ordering and customer service processes, identified the points where the greatest load occurred, and based on that, we started to build the AI-based customer service agent. The goal was for the system to be able to independently manage the entire order lifecycle, including extracting information, data reconciliation, assigning statuses, and resolving basic issues. By the end of the day, the completed prototype was already able to interpret and respond to a significant portion of incoming inquiries, with subsequent fine-tuning being carried out based on how real data and processes shaped the system's use.
However, one of the most important elements of the project was not the technology itself, but the recognition that there was a team member within the company who showed a keen interest in AI. Throughout the day, one employee quickly grasped the operations, asked questions, and proactively thought about how to expand the system. She became the company’s first AI Champion, who not only participated in the further development but also became a point of reference for internal teams. The project is particularly successful because both technological construction and internal knowledge development occurred simultaneously — one of the greatest strengths of the AI Office is precisely that the team is directly involved in the development, and the knowledge remains within the organization.
RESULT
The project's results were significant at multiple levels. In the short term, the AI agent was able to handle a large portion of the company’s daily thousands of customer service inquiries, dramatically reducing the manual workload and speeding up response times. Customers received accurate information more quickly, the number of errors decreased, and the customer service team could focus their time on more complex cases. The development provided an immediately visible operational advantage and allowed the company to operate steadily and predictably even during seasonal peak periods.
The long-term results were equally significant. The rapid development and independent work of the internal AI Champion demonstrated that the company is capable of building its own AI capabilities that are independent of external developments and that generate new ideas, projects, and internal innovation. The triad of knowledge platform, training, and practical development provided a foundation for the organisation upon which future AI projects can be easily built. The company today not only uses an AI solution but also possesses an internal competence that ensures the long-term evolution of AI-based operations.
