Technical support automation with AI bot for JustHost.ru
Case study on customer support automation for hosting provider
Client information
JustHost.ru is a hosting provider with 24/7 user support. Processes hundreds of requests daily related to domains, servers, and hosting configuration. Main request — reduce response time and offload operators.
Automation task
AI implementation process
-
Customer inquiry analysis
Studied frequent questions about domains, tariffs, servers, and technical settings, identified scenarios suitable for automation.
-
Model training on company data
Bot trained on JustHost.ru inquiry history and internal documentation, ensuring 87% response accuracy.
-
Integration with internal systems
Configured interaction with hosting infrastructure for correct request processing and routing of complex inquiries.
-
Routing logic
Bot recognizes complex technical questions and transfers them to operators, reducing their workload and speeding up processing.
-
Launch and testing
Conducted load tests in real conditions, optimized response formulations and interaction scenarios.
Key metrics growth after AI implementation
Percentage of resolved requests in first 5 minutes increased from 23% to 81%
— demonstrating significant improvement in support quality after AI implementation.