Illustrative use case · AI agents and assistants
The customer said: “At last, someone has read the whole case”
customer service manager at a logistics company
The most difficult complaints had a long history. A dozen messages, attachments, a change of contact. Before a consultant could help, they had to reconstruct everything from the beginning. Sometimes they asked the customer for something they had already sent two days earlier.
With IP Partner, we introduced an assistant to prepare each case before responding. It summarises correspondence, extracts agreements and identifies missing information. It also drafts a response for the consultant to review and approve.
I remember a complaint we took over from an absent colleague. We began by confirming what had already been agreed and explaining the next step. Without asking the customer to describe the problem again.
The customer replied: “At last, someone has read the whole case.”
What I gained
Continuity of service that customers notice, even when their contact changes.
A fictional story based on facts. Portrait generated with AI.
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