$114K Annual Savings: AI-Powered After-Hours Support
Summit Professional Services · Professional Services
The Challenge
A 120-person professional services firm was hemorrhaging money on after-hours support. Three part-time staff covered evenings and weekends, handling client calls, triaging urgent requests, routing IT tickets, and managing appointment rescheduling. The cost: $11,300 per month. Worse, the quality was inconsistent — different staff handled the same situation differently, response times varied wildly, and critical requests sometimes fell through the cracks during shift changes.
The Solution
We deployed an AI support agent that handles the full after-hours workflow. The agent answers incoming calls and messages, understands the request in natural language, and takes action: rescheduling appointments by checking calendar availability, creating and routing IT tickets to the right on-call person, answering common questions from a knowledge base built from 18 months of historical support data, and escalating truly urgent matters to the appropriate manager with full context. We built in a confidence threshold — if the agent isn't 85%+ confident in its response, it escalates to a human rather than guessing. The system also generates a morning digest: every interaction summarized, actions taken, escalations made, and patterns identified.
The Results
The AI agent now handles 80% of after-hours interactions autonomously. Monthly support costs dropped from $11,300 to $1,800 (one part-time human for escalation backup). Client satisfaction actually improved because response times went from 15-45 minutes to under 2 minutes. The morning digest revealed patterns the firm had never seen — like a cluster of appointment reschedules every Tuesday evening that turned out to be a scheduling conflict in their booking system.
“We expected to save money. We didn't expect the AI to find a booking bug that was causing 30% of our Tuesday reschedules.”
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