Executive Summary Client, a global leader in data platform automation for DevOps and data compliance, engaged RaSee Consulting Group to transform its global support operation through AI-driven case routing and predictive escalation prevention. Facing rising complexity across its multi-cloud product portfolio, Client sought to improve routing accuracy, reduce case escalations, and ensure high-quality customer experiences […]
Executive Summary Executive Summary Client, a global leader in legal technology solutions, partnered with RCG to redesign its global support organization around an AI-first operating model — one that would eliminate siloed workflows, optimize resource allocation, and deliver differentiated service across customer tiers. In just eight months, RaSee led a full structural and process transformation […]
RCG and Client Executive Summary Client, a leading digital banking platform serving regional and community financial institutions, engaged to accelerate case resolution, reduce support costs, and scale self-service through an AI-first operating model. Within six months, Client transformed its global support function—moving from reactive ticket handling to a predictive, AI-enabled ecosystem that combined automation, knowledge, […]
Scale what’s safe to scale The fastest path to AI regret is skipping governance. Support workflows touch PII, logs, credentials, and contractual obligations. You need a policy-to-practice framework that leadership can sign off on—and auditors can verify. The governance triad Policy: Data classification, redaction and retention, residency, model access tiers, approval thresholds. Controls: Input redaction, […]
Redefining Support: Why AI is Replacing “How-To” Offshored Teams For the past two decades, many support organizations have relied heavily on offshore or outsourced teams—especially in lower-cost regions—to handle “how-to” and procedural inquiries. These teams were cost-effective, relatively easy to scale, and served their purpose in a world where knowledge was scarce, systems were complex, […]
Chatbots and copilots don’t create truth—they retrieve and structure it. If your knowledge is stale, inconsistent, or scattered, AI will underperform and agents will rework the same fixes. A modern support org runs knowledge as a product: clear ownership, lifecycle SLAs, analytics, and release gates. Why most KBs miss the mark Articles live in different […]
Beyond cost take-out AI strips repetitive work out of the queue. Great—but the bigger prize is reframing Support as a growth driver: retention, expansion, and premium experiences customers will pay for. Redesign the value proposition Tiered experiences: Diamond / Strategic / Primary—with explicit channels, targets, roles, and comms tone. VIP pods: Support + CSM + […]
The Future of Support is AI-First: Why Traditional Models No Longer Work Published by RaSee Consulting Group – www.raseecorp.com Customer Expectations Have Changed In today’s on-demand world, customers expect instant answers, seamless experiences, and personalized interactions—and traditional support models can’t keep up. At RaSee Consulting Group (RCG), we believe the future of customer support isn’t […]
Redefining Support: Why AI is Replacing “How-To” Offshored Teams For the past two decades, many support organizations have relied heavily on offshore or outsourced teams—especially in lower-cost regions—to handle “how-to” and procedural inquiries. These teams were cost-effective, relatively easy to scale, and served their purpose in a world where knowledge was scarce, systems were complex, […]
Why reactive support is running out of road Most support teams still optimize for “how fast we close tickets.” In 2025, that mindset is dated. Customers expect issues to be predicted and prevented—not apologized for after the fact. Meanwhile, tiered handoffs and siloed tools inflate time-to-resolve and bury root causes. The next era of support […]
