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Acme Corp used a visible AI workflow to change a measurable operating result.
down from 4 hours
resolved without a human reply
on a five-point scale
The challenge
Acme's support queue grew faster than the team. Two thirds of tickets were variations on a dozen questions already answered in the documentation, but finding the right passage took an agent five minutes each time.
The approach
“The citations were the unlock. Once agents could see which paragraph the draft came from, they stopped rewriting everything from scratch.”