Thousands of support requests flooded in weekly across product lines and regions. Manual classification slowed response times, L1 and L2 engineers spent hours on routine queries, and L3 teams handled issues that never needed escalation. Knowledge sat scattered across wikis and chat threads, making diagnostics slow and inconsistent. 

Solution 

Calsoft deployed a Gen AI support engine using fine-tuned LLMs and RAG pipelines. The system automated ticket parsing, suggested resolutions, and preserved context across escalation tiers. 

• Parse tickets for product type, severity, and issue classification 
• Auto-resolve L0 queries through an indexed knowledge chatbot 
• Route L1 cases with pre-tagged summaries and diagnostic traces 
• Suggest L2 fixes sourced from past successful resolutions 

The platform integrated directly into existing ticketing and CRM systems, enabling 24x7 autonomous handling without workflow disruption.