How one Sinterit engineer handled more support tickets than
rest of the support team
Case Study: Why the SLS 3D printing leader chose Costrum after rejecting competitors' solutions.
The Sinterit support team receives a draft response within moments of receiving a ticket.
CostrumAI technical analyses and proposed solutions perfectly tailored to the requirements after the 2nd month.
One engineer doing the work of an entire team.
Sinterit is a global leader in the field of SLS 3D printers. They provide precise 3D printers used by engineers, scientists, and designers all over the world.
Scaling technical support with AI
Challenge
Sinterit was facing a growing number of complex technical inquiries. Standard scaling methods were slow, and off-the-shelf AI tools were hallucinating, failing to grasp the nuances of SLS technology.
Solution
Sinterit has implemented CostrumAI as a technical knowledge layer. Unlike general LLM models, the system has been calibrated on their specific documentation and support history to provide precise, context-aware answers.
Results
Radical increase in throughput. A single AI-equipped operator achieved better results than the rest of the team combined.
"I am a programmer and I have led the testing of both AI systems that we built ourselves and leading market solutions - ChatGPT, Gemini, and Freshdesk (Freddy AI). None of them met our requirements, and the team rarely used them. Our use cases for AI are very technical and complex; we expect high quality and accurate answers. [...]
CostrumAI has changed the way we communicate with clients and within the organization. It is a combination of technology, implementation, and digital transformation.
Costrum provides training and certifications for AI Operators – this significantly accelerates implementation.
Other teams are asking me about CostrumAI, seeing the results in the Customer Success department.
Autonomous Technical Expert
Technical
Instead of replacing humans with a bot, Sinterit equipped its experts with an "exoskeleton." The CostrumAI system was integrated with the company's knowledge base, which allowed for the instant generation of precise answers.
Integrated knowledge base
A system connected to all product documentation and ticket history.
AI trained for industry-specific context
A model trained on the nuances of SLS 3D printing technology, not just general patterns.
Draft replies in seconds
Generating complete, technical responses ready for review and sending.
Implementation Process
Phase 1: Implementation, Integrations, Popularization
Costrum's Data Science team engineers have integrated key data sources and analyzed 65,000+ scenarios and technical issues from the last 10 years.
- Versatile IntegrationCRM (FreshDesk), files (Word, Excel, PDF), cloud drives, and knowledge bases have been integrated into one platform.
- Simplicity of the ProcessFor users, it was enough to add the files to Costrum Drive.
- Implementation Success50% usage goal exceeded – the team utilized CostrumAI in 52.9% of cases already in the 1st month.
Phase 2: Optimization, Accuracy, Stress Testing
The implementation of CostrumAI coincided with the start of the peak period for customer inquiries - the launch and commencement of sales of our new flagship product.
- Battle TestDespite the load, the system improved its quality parameters week by week.
- High Quality91.6% of CostrumAI's analyses and proposed solutions perfectly matched the client's requirements.
- Minimal AdjustmentsOnly 8% of the responses required filling in missing information or instructions.
Phase 3: Final Round – First Response Time Challenge
First Response Time (FRT) is the most important Key Performance Indicator (KPI) for Customer Success (CS). And the most difficult to improve.
- FRT ChallengeGoal: reduce FRT by 50% (2x faster response) within 1 month.
- Extreme TestThe youngest member of the team received more submissions than the rest of the team combined.
- Spectacular ResultChallenge won after 2 weeks (71% reduction). On average 3.4x faster response on a monthly scale.
Human + AI: How Patryk achieved results like the rest of the team together
As part of a test, Patryk (Support Specialist) was given access to CostrumAI. Within 14 days, he handled a volume of inquiries on his own that previously required 3 engineers.
Patryk Pojnar
I was definitely not a fan of artificial intelligence. Even the best general AI, such as ChatGPT, or business AI, such as Freddy AI from Freshdesk [CRM system], perform well with simple tasks, but they are far from perfect when it comes to detailed, technical product issues. At first, I was a bit skeptical about CostrumAI.
However, I took on the First Response Time Challenge with CostrumAI, and I am very glad I did.
The difference between the general AI tools I used before and the specialized CostrumAI is huge. I received more tickets than the rest of the team combined, and yet I managed to answer technical customer questions 2x faster after just 2 weeks.
No overtime, and I’ve set a new productivity record at the company. The Costrum challenge model itself is cool! It also helped us identify bottlenecks in our process and permanently resolve many of them. The Costrum team was a great help to me. By the third month, CostrumAI was already saving me 1-2 hours a day, and the potential is even greater.
I have more time for training and learning new skills, building relationships with key clients, and improving work processes. I am currently beginning an AI Operator certification program prepared by Costrum.
Operational Efficiency
Numbers presented to the Board
Hard data from the first months of the system's operation.
Before Implementation
Reference Point
Standard team response time
Pilot Phase
Process Optimization
First results of automation
FRT Challenge
Full Load
Combat test
What does this mean to you?
Scale without expanding your team
Instead of hiring more experts as inquiries grow, you equip your current team with AI tools that multiply their productivity.
Brand Protection
Replacing low-quality technical support with precise, knowledge-based answers. Every customer interaction builds trust.
Competitive advantage
While others limit support or delegate to generic chatbots, your team offers lightning-fast, accurate solutions that customers remember.