52% Faster Supporting Customers
The Customer Support Agent is Trimble Inc.’s generative-AI solution built to streamline the handling of customer support tickets.
What is the Customer Support Agent?
Trimble’s goal is for this agent to absorb existing product knowledge and autonomously triage and resolve incoming support requests. We introduced it as a virtual junior teammate inside the support organisation.
From day one the agent could:
Chat with human agents via Google Chat and surface knowledge from several SaaS products.
Auto-label new tickets with language, urgency, and other key metadata.
Propose an internal resolution path for every ticket created.
The rollout is still in progress, yet major milestones include:
Consolidating and indexing Trimble’s knowledge—text, audio, video, and images—across multiple sources.
Integrating those sources with both the chat channel and the ticketing system.
Generating solution recommendations with an increasing level of confidence.
Why is the Customer Support Agent important?
Parallel processing: the agent handles many requests simultaneously—far faster than a human queue.
ROI for SaaS teams: companies that invest in intelligent support automation typically see higher customer-satisfaction scores and a lower cost per ticket.
In short, Trimble’s Customer Support Agent turns scattered knowledge into swift, consistent answers—freeing human agents to focus on the complex cases that need them most.
