Our customers share their stories of successful collaboration
Case
Implementing an AI-powered support operator in order to improve customer support of legal professionals
Cambrian built a virtual support agent for a law firm, that can analyse and interpret incoming tickets including sentiment analysis, attachments and screenshots. The agent is trained on runbooks and can search for similar problems among past tickets. The agent raised the efficiency of the support desk, is available 24/7 and has shortened the resolution times.
- “They handle my IT problems and questions quickly and professionally.”
- “The service is adequate and easy to reach, also during the weekends.”
- “Good information when I need help and when I call, the contact is excellent.”
- “Prompt assistance; sound advice so I can move on.”
- “Accessable; quick follow-up; most of my questions are answered immediately.”
Surveyed legal professionals
The customer
BLD Ekelmans is a law firm with international focus that supports clients in the fields of Insurance & Corporate law. The professionals in BLD Ekelmans depend on well functioning IT systems and rapid quality support in order to provide the best possible service to their clients.
The challenge
The company has a complex application landscape with a large number of legacy applications and legacy integrations such as MS Outlook plugins. When a user problem surfaces, it is important that the resolution time is short and that minimal effort is required from the law professional. In addition, when incidents occur, they sometimes affect multiple professionals which may translate into longer waiting times for resolution.
The solution
An intelligent AI support operator was built using the LangChain framework.
The intelligent AI support operator automates IT help desk operations using AWS GenAI services, providing instant technical support for the majority of cases, while intelligently routing the more complex cases to human support specialists.
The following key capabilities have been built into the intelligent AI support agent:
- Automated Ticket Processing－Processes natural language support requests, analyses attachments (logs, screenshots, documents), provides step-by-step troubleshooting guidance and automatically closes resolved tickets after user confirmation.
- Intelligent Routing－Sentiment-based escalation to human agents, specialized team routing for infrastructure issues, priority assignment based on urgency indicators and seamless handoff with conversation context.
- Multi-Modal Processing－Text analysis and response generation, image OCR for error extraction, attached file processing (Excel, PDF, Word, CSV), semantic similarity matching for relevance.
The results
The deployment of the intelligent AI support operator realised multiple benefits for BLD Ekelmans:
- The operational efficiency was increased substantially: human agent workload for routine issues was decreased by 70%.
- Automated support became available 24/7, taking into account the flexible working hours and deadlines of the legal professionals.
- The response time was instant avoiding queuing delays affecting human operators.
- The reduced staffing requirements for 1st line incident response enabled the human engineers to be allocated to more complex tasks.
- The user experience was improved by realising instant support for common problems, by increasing the consistency of support and by faster escalation to level 2 support engineers when required.