Use Case — Outdoor Products Manufacturer
AI-Powered Customer Service Knowledge Base
The Problem
A PE owned outdoor products manufacturer needed to grow B2C revenue to protect margins against tariffs and supply chain pressure. Customer service was the bottleneck. Without the capacity to support more direct customers, the growth strategy stalled before it started.
Every inbound customer email went to a single alias. Tickets were not routed. They were not tracked. And without a system, no one was accountable for what happened to them. Technical questions sat while CSRs chased engineers for answers. The same thing happened with dealer questions about invoices and orders, only the chase went to finance instead. Executives had no visibility into volume, wait times, or resolution rates.
The Solution
FractionX implemented Zendesk® for routing and accountability, then built an AWS Bedrock knowledge base containing product manuals, engineering schematics, and curated question and answer pairs from the engineering team. Connected to Zendesk, the knowledge base surfaced suggested replies grounded in deep product expertise before the CSR had to ask anyone. Within five days of going live, the results were measurable.
- →Tickets resolved on first reply jumped from 25% to 85%.
- →First response dropped from four hours to one.
- →Each agent went from resolving 20 tickets a day to 30, without adding headcount.
- →Engineers returned to engineering.
The CEO saw immediately what had changed. With the CS team no longer buried in reactive work, he redeployed them into proactive dealer outreach and SKU expansion. The goal for 2026 is for incremental upsell revenue to cover the full cost of the CS team.
The Numbers
| What Changed | Before | After |
|---|---|---|
| First response time | 4 hours | 1 hour |
| Tickets resolved on first reply | 25% | 85% |
| Tickets resolved per agent per day | 20 | 30 |
The Takeaway
This company understood from the start that productivity tools were not enough. They used AI to build a knowledge infrastructure that now serves as the foundation for what their business is capable of doing. Customer service was the first application. The architecture is already in place for the next one. That is the difference between using AI and building with it.
Services Used
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