Papaya Global
A lean team orchestrating global marketing
Connected HubSpot, Workato, Gong and AWS so customer and campaign data could trigger repeatable processes.
Scaled complex operations with a small team
read the full story →AT SMB SCALEA small operations team juggling five tools can get much of this benefit by connecting just two-such as the CRM and invoicing or scheduling-so information is not typed twice.
SleekFlow
Sales and support across six regions
Used a shared CRM to segment leads, assign owners and engage new customers quickly.
Response time reduced by over 80%
read the full story →AT SMB SCALEIf leads sit in a shared inbox, a basic CRM with automatic ownership and follow-up can capture much of this win without an enterprise rollout.
DoorDash
Voice self-service for high-volume support
Built and tested a generative-AI contact-centre workflow with automated evaluation.
50x testing capacity
read the full story →AT SMB SCALEA small business does not need 50× testing capacity. It needs one assistant answering the ten most common questions correctly in a controlled test before speaking to customers.
Chime
Agents spending time writing call summaries
Added AI-generated summaries so agents could focus on the customer conversation.
250,000+ hours saved annually
read the full story →AT SMB SCALEA three-person team spending twenty minutes after each call can use reviewed AI call summaries for the cost of an ordinary software subscription.
C.H. Robinson
Tens of thousands of emailed requests
Used AI to turn routine shipment emails into structured, actionable workflows.
Response time moved from hours to seconds
read the full story →AT SMB SCALEAny business receiving quote or order requests by email faces a smaller version of this problem: turn unstructured messages into a consistent queue and keep exceptions human.
Presidio
AI adoption without enough training
Paired Copilot rollout with more than 60 training videos and a collaboration site.
About 1,200 hours saved per month
read the full story →AT SMB SCALEThe transferable lesson is training. A five-person team may need a short walkthrough and a week of side-by-side use more than it needs another tool.
Forethought
AI support costs rising with usage
Changed model-serving architecture to improve efficiency while supporting more customers.
Inference costs reduced by up to 80%
read the full story →AT SMB SCALEThe cheapest appropriate model or tool usually beats the flashiest one. Match capability and risk to the task instead of buying maximum complexity.
i-Tom Solutions
Support volume reached 600 inquiries per day
Deployed a controlled generative-AI assistant for scalable and out-of-hours support.
Hundreds of inquiries handled daily
read the full story →AT SMB SCALEOut-of-hours coverage for basic questions can be a bounded first project when unclear requests are routed to a person.
Toyota Motor North America
Modernizing a high-volume contact centre
Used conversational AI and a cloud contact-centre platform to improve routing and self-service.
20% lower call handling time
read the full story →AT SMB SCALESmarter call routing matters with two phone lines as well as two hundred. It is primarily a workflow and ownership problem.
Genpact
Checking employee records against client rules
Built a controlled AI workflow for background-check validation while retaining final human review.
Manual verification reduced by up to 90%
read the full story →AT SMB SCALEInvoice matching and form checks fit the same controlled pattern: AI prepares or flags; a qualified person approves the consequential result.
AIA Group
Summarizing long customer histories
Used service copilots to summarize cases and conversations, draft replies and help representatives handle more work.
Less searching and manual summarizing
read the full story →AT SMB SCALEIf staff repeatedly search old emails and notes to reconstruct customer history, reviewed summaries can remove low-value searching.
Air India
Resolving routine airline questions at scale
Built an AI assistant that handles booking, refund and travel questions, escalating the small remainder.
40,000 queries handled daily
read the full story →AT SMB SCALEA service business handling repetitive booking, hours, pricing or status questions can use the same routine-question and human-escalation pattern at much smaller scale.
Epilot
Turning long customer emails into usable work
Applied AI to summarize incoming energy-service emails and accelerate customer communications.
Email handling time reduced by 87%
read the full story →AT SMB SCALELong, messy customer emails are a strong candidate when the task is repetitive, the expected output is clear and a person can review it.
Lenovo
Helping support agents resolve issues faster
Used historical service interactions for answer suggestions and automated post-call summaries.
15% higher agent productivity
read the full story →AT SMB SCALEEven one support person can search resolved tickets and approved answers instead of digging through old email threads.
Parloa
Voice automation across languages
Built voice-first service experiences while moving human agents toward higher-value oversight roles.
Faster, more accurate call handling
read the full story →AT SMB SCALEToronto businesses serving multilingual customers can explore voice and translation support, while keeping sensitive or unclear conversations with people.
Festo
Making technical support knowledge easier to use
Applied generative AI to support industrial teams and customers with faster access to technical information.
Faster, smarter support services
read the full story →AT SMB SCALERepeated technical questions can become a searchable reference grounded in approved manuals and internal know-how.
Orion Health
Searching half a million internal records
Built an internal assistant that connects product documentation and prior support resolutions.
About 50 staff hours reclaimed daily
read the full story →AT SMB SCALEThe record count may be smaller, but the pattern holds whenever staff lose time finding how a similar problem was handled before.
Microsoft
Helping visitors find answers across a huge site
Orchestrated specialized agents behind one web assistant to improve speed and containment.
Up to 70% fewer human escalations
read the full story →AT SMB SCALEA carefully scoped website assistant can handle approved questions about hours, availability and policies while escalating everything else.
Vodafone
One service assistant across channels
Created a multilingual digital assistant spanning chat, messaging apps and the mobile app.
Consistent self-service across channels
read the full story →AT SMB SCALEIf customers receive inconsistent answers across phone, email, text and social messages, fix the underlying process before adding AI.
Riverty
Rebuilding a service foundation for AI
Connected engagement, self-service and case resolution before expanding automation.
AI-ready contact centre built in 68 days
read the full story →AT SMB SCALECreate a reliable way to log, own and resolve requests first. AI layered on an undefined process usually amplifies the confusion.
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