What Do Real AI Customer Service Results Look Like?

AI in customer service is often discussed in theory—but what does it actually deliver in practice?

Just three weeks after launch, Intrim’s Airgentic-powered experience is already showing what’s possible when conversational AI is implemented with the right foundations.

Early Results from Intrim

Since going live on Intrim’s website, Airgentic has delivered:

• 861 customer conversations

• 97.5% fully resolved enquiries

• 30 positive sentiment interactions vs. just 3 negative

These results highlight more than just efficiency—they point to a meaningful improvement in how customers are experiencing support and discovery.

A Multi-Agent Approach to Customer Needs

Intrim’s deployment goes beyond a single chatbot. It uses three specialist AI agents, each designed around specific customer intents:

• Frontline Agent — handling general enquiries and guiding users

• Sales Agent — supporting product discovery and purchase decisions

• Installer Finder Agent — integrated with WordPress Store Locator and Google Maps to help customers find local installers

This task-specialist model ensures customers are routed to the right experience, rather than forcing one generic system to handle everything.

Notably, the Sales Agent has handled 77.7% of all enquiries, reflecting strong customer demand for guided product exploration and decision support.

Beyond Resolution: Understanding Customer Intent

While high resolution rates are important, the real value lies deeper.

Airgentic enables Intrim to understand:

• What customers are actually looking for

• How they phrase questions in a conversational context

• Where demand is emerging or shifting

• How content performs in an AI-driven discovery environment

This turns every interaction into a source of insight—not just a support transaction.

A Shift from Search to Conversation

Erica Williams, Marketing Lead at Intrim, explains the impact:

“We replaced our traditional website search with Airgentic to better reflect how customers search today in the era of LLMs – through detailed questions, conversations, and intent, not keywords. The platform has transformed how visitors explore styles, product suitability, and real-world applications across our site. Beyond the customer experience, Airgentic gives us valuable visibility into customer intent and how our content performs in AI-driven, conversational search environments. It’s become a powerful tool for shaping discovery, improving clarity, and strengthening how our brand shows up in the age of generative search.”

From Support Channel to Growth Engine

What this early data shows is that AI customer service is no longer just about deflection or automation.

When implemented correctly, it becomes:

• A high-performing support channel

• A guided sales experience

• A real-time insight engine for customer behaviour

Looking Ahead

We’re grateful to Intrim Group, Erica Williams, and the broader team for partnering with Airgentic and helping demonstrate what modern, conversational customer experience can achieve.

And this is just the beginning.