How one Sinterit engineer handled more tickets than
the entire support team
Case Study: Why the leader in SLS 3D printing chose Costrum after rejecting ChatGPT and competing solutions.
The Sinterit support team receives a draft response within a few moments of submitting your ticket.
TechPilot technical analyses and the 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 precision 3D printers used by engineers, scientists, and designers worldwide.
Scaling technical support with AI
Challenge
Sinterit was facing a growing number of complex technical inquiries. Standard scaling methods were slow, and publicly available AI tools were hallucinating, failing to understand the nuances of SLS technology.
Solution
Sinterit implemented Costrum (TechPilot) as a technical knowledge layer. Unlike general LLM models, the system was calibrated on their specific documentation and support history to provide precise, context-grounded answers.
Results
A radical increase in throughput. A single operator equipped with AI achieved better results than the rest of the team combined.
"I am a programmer and I led the testing of both AI systems 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 highly technical and complex; we expect high-quality and accurate answers. [...]
TechPilot has changed the way we communicate with customers and within the organization. It is a combination of technology, implementation, and digital transformation.
Costrum provides training and certificates for AI Operators – this significantly speeds up implementation.
Other teams are asking me for TechPilot, seeing the results in the Customer Success department."
Autonomous Technical Expert
Technical
Instead of replacing people with a bot, Sinterit equipped its experts with an "exoskeleton". The TechPilot system was integrated with the company's knowledge base, which enabled the instant generation of precise answers.
Integrated knowledge base
A system connected to the entire product documentation and the ticket history.
AI trained for an industry-specific context
A model trained on the nuances of SLS 3D printing technology, not just general patterns.
Response drafts in a few seconds
Generating complete, technical responses ready for review and sending.
Implementation Process
Phase 1: Implementation, Integrations, Popularization
The Data Science team engineers at Costrum 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 were combined into a single platform.
- Simplicity of the ProcessFor users, it was enough to add the files to Costrum Drive.
- Implementation Success50% usage target exceeded – the team used TechPilot in 52.9% of cases already in the 1st month.
Phase 2: Optimization, Accuracy, Load Testing
The implementation of TechPilot coincided with the start of the peak period of customer inquiry load—the premiere and launch of sales of a new flagship product.
- Test in CombatDespite the load, the system improved its quality parameters week by week.
- High Quality91.6% of TechPilot’s analyses and proposed solutions perfectly met the client’s requirements.
- Minimal CorrectionsOnly 8% of the responses required supplementing missing information or instructions.
Phase 3: Final Round – First Response Time Challenge
First Response Time (FRT) is the most important metric (KPI) for Customer Success (CS). And the hardest 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 (reduction 71%). On average, a 3.4x faster response over the course of a month.
Human + AI: How Patryk Achieved Results like the rest of the team together
As part of a test, Patryk (Support Specialist) was granted access to TechPilot. Within 14 days, he independently handled a volume of inquiries that previously involved 3 engineers.
Patryk Pojnar
I definitely wasn’t a fan of artificial intelligence. Even the best general AI, such as ChatGPT, or business AI, such as Freddy AI from Freshdesk [CRM system], work well for simple tasks, but they are far from perfect when it comes to detailed, technical product matters. At first, I was somewhat skeptical about TechPilot.
However, I took on the First Response Time Challenge with TechPilot and I’m very glad I did.
The difference between the general AI tools I used before and the specialized TechPilot is huge. I received more tickets than the rest of the team combined, and yet I managed to answer customers' technical questions 2x faster after just 2 weeks.
Without overtime, I set a new productivity record at the company. The challenge model in Costrum itself is great! It also helped us identify bottlenecks in our process and permanently solve many of them. The Costrum team helped me a lot. As early as the third month, Techpilot allowed me to save 1–2 hours a day, and the potential is even greater.
I have more time for training and learning new skills, relationships with key clients, improving work processes. I am currently starting the AI Operator certification program prepared by Costrum.
Operational Performance
Figures Presented to the Management Board
Hard data from the first months of the system’s operation.
Before Implementation
Reference Point
Standard response time of the team
Pilot Phase
Process Optimization
First effects of automation
FRT Challenge
Full Load
Test in combat conditions
What does this mean to you?
Scale without expanding the team
Instead of hiring additional experts as inquiries increase, you equip the current team with AI tools that multiply their productivity.
Brand Protection
Replacing low-quality technical support with precise, knowledge-based answers. Every customer interaction strengthens trust.
Competitive advantage
While others limit support or delegate it to generic chatbots, your team delivers lightning-fast, accurate solutions that customers remember.