Results
Summary
| Product | Scope | Region | Industry |
|---|---|---|---|
| TechPilot | Customer Success and R&D teams | Europe | 3D Printing | advanced manufacturing |
FRT improvements over time
Weekly change vs. baseline
Reference month
Before deploying the AI solution
Partial rollout month
Gradual process optimization
First Response Time Challenge month
Full AI deployment
3-month AI rollout and transformation
Phase 1: Implementation, Integrations, Evangelization
Costrum’s Data Science engineers integrated key data sources and analyzed 65,000+ scenarios and technical issues from the past 10 years. Integration with the support/CRM system (FreshDesk), files (Word, Excel, PDF etc.), cloud drives (Google Drive), knowledge bases and technical documentation, plus interviews with key users — the diversity of sources and analysis directions allowed rapid integration of the most important knowledge into Costrum’s Knowledge Integration Platform. For users, the process was simple — just add files to Costrum Drive. The KPI for month 1 was: 50% of incoming queries analyzed using TechPilot. Since CS team members had full freedom to choose whether to use TechPilot, usage share in daily work was the best indicator of what they thought about the new technology. Month 1 finished with the goal reached and exceeded — the team used TechPilot in 52.9% of cases.
Phase 2: Optimization, Accuracy, Load Testing
The TechPilot rollout coincided with peak customer-query load — the launch and start of sales of a new flagship product. Despite the load, week by week the system improved quality metrics. By the second month, 91.6% of TechPilot’s analyses and solution proposals matched requirements perfectly — ready to send without changes. The remaining 8% required filling in missing information or instructions.
Phase 3: Final Round — First Response Time Challenge
First Response Time (FRT) is the most important KPI for Customer Success — and the hardest to improve. In month 3 of the pilot, Patryk, the youngest member of the CS team, took on the First Response Time Challenge — cutting FRT by 50%, i.e., 2x faster answers to technical queries. He had one month for it and, aside from using TechPilot, changed nothing in his workflow. To verify TechPilot under pressure, Patryk was assigned more queries than anyone else on his team during this period. In the first week he received more customer tickets than the rest of the team combined — and still improved FRT by 38%. He won the challenge after just two weeks (FRT reduced by 55%). The monthly average was a 4x faster first response compared to the previous month.
Challenge, Solution, Results
Challenge
Customer Success teams struggle to maintain fast and precise answers while scaling support for a complex product and technology across customers in 41 countries. Despite testing many modern, general-purpose AI tools on the market, none worked for Sinterit’s deeply technical cases due to low technical precision, generic “AI” answers, and lack of domain knowledge.
Solution
Within the Knowledge Integration Platform, integrating TechPilot with Costrum’s built-in expert validation enables know-how and documentation integration across the whole company — something legacy systems like CRM, ERP, or internal knowledge bases could not achieve.
Results
Response time is twice as fast, precision is 100%, and 52.9% of tickets are currently handled with AI assistance — driving higher customer satisfaction. It’s not just fast, technically correct answers. It removes bottlenecks, raises the quality of cross-team communication, and frees a significant portion of senior engineers’ time previously spent on repetitive questions.
Testimonials
What our users say
I was definitely not a fan of AI. Even top AI programs like ChatGPT or business tools like Freshdesk's Freddy AI are decent for simple tasks, but far from perfect in in-depth, technical product questions. I was a bit doubtful about TechPilot at first. But I took the First Response Time Challenge with TechPilot and I'm really glad I did. The difference between the general AI tools I tried before and the specialized TechPilot is night and day. I got more cases than the rest of the team combined, and still I was able to answered customers' technical enquiries 2x faster. Without any extra hours, I set new performance record for the company. Challange formula is fun! It also helped us to identyfy bottlenecks in our workflow, and solve many of them permamanetly with TechPilot. Costrum's team gave me a lot of help. By the 3rd month, Techpilot has already permanently freed me 1-2 hours daily, and there's potential for more. More time for training and learning new skills, relations with important customers, improving workflows. I'm now starting extra training in AI through Costrum's AI Operator certification programme.
I'm a software developer myself, I led the testing of both in-house developed AI systems with their own RAGs and leading market AIs such as ChatGPT, Gemini and Freshdesk's AI. None have met our requirements, the team rarely used them. Our use cases are deeply technical and complex, and we expect high quality, accurate answers. My goal for TechPilot was to solve three problems:
- Increasing our customer satisfaction,
- Act as a 'firewall' filter with Costrum's Expertise system, letting most experienced engineers focus on high-value tasks and new product. Now, when a senior answers a question, he's never asked it again - TechPilot takes care of it.
- Integrating data and 'knowledge in heads' across the organisation into one scalable system.
TechPilot has transformed the way we communicate with customers and within the organisation. It's a combination of technology, implementation and digital transformation. With the platform, Costrum delivers AI Operator training and certification - it speeds up the transition to other teams. I'm asked by other teams for TechPilot as they can see it in action in Customer Success.
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