Zervax CMS

Case Study Category: AI & Automation

Automation and AI-powered system implementations.

  • AI-Powered Customer Experience Platform

    AI-Powered Customer Experience Platform

    Client: B2B software company  |  Services: AI-powered systems, SaaS integration

    Challenge

    Support volume scaled faster than headcount. Agents lacked unified context across tickets, docs, and product usage data.

    Solution

    • Semantic search across knowledge base and release notes
    • AI-suggested replies with human approval gates
    • Intelligent routing based on issue category and account tier

    Outcomes

    First-response resolution improved by 35% while average handle time decreased.

    Support team collaboration in modern office
    Agents reviewed AI suggestions before messages were sent.

    Guardrails

    1. PII redaction on model inputs
    2. Feedback loop for incorrect suggestions
    3. Weekly accuracy sampling by QA team
  • Business Automation Hub for a Logistics Operator

    Business Automation Hub for a Logistics Operator

    Client: Regional logistics operator  |  Services: Business automation, custom software

    Challenge

    Dispatchers copied data between spreadsheets, CRM, and billing tools—creating delays and invoice errors.

    Solution

    • Central automation hub connecting scheduling, invoicing, and SMS notifications
    • Rule engine for SLA-based escalations
    • AI-assisted document parsing for proof-of-delivery uploads

    Workflow improvements

    1. Job created in TMS triggers customer notification automatically.
    2. Completed jobs generate draft invoices for finance review.
    3. Exceptions route to supervisor queue with context attached.
    Delivery truck leaving distribution center
    Field operations synced with back-office systems in near real time.

    Impact

    Manual processing time dropped by 60% within the first quarter after rollout.