Five-Stage AI Support Pipeline for a Thin-Film Deposition Manufacturer

The situation

Support was manual, reactive and fragmented. Cases exceeded four months. There was no tracking of free support consumption, and senior engineers were answering emails instead of designing.

What we built

• A five-stage AI orchestration pipeline integrated with Jira: intelligent query intake, automated triage, resolution generation, pattern detection and continuous improvement
• Built-in commercial policy enforcement flagging out-of-contract requests in real time
• A knowledge base indexed by bill of materials

The outcome

42-second processing per ticket, a 99.9% success rate, and triage time reduced from 30+ minutes to under 2 minutes. Engineering hours were reclaimed from reactive support and redirected to product development — and every support ticket became a revenue opportunity. This deployment became the foundation of Cortex, our support intelligence engine.