SIDOM

Where they were

SIDOM is the platform that most of Argentina’s global trade runs through: importers, exporters, and customs brokers process their paperwork there. It’s a niche B2B business where an unanswered question stalls a real shipment. Their Customer Success team handled that demand almost entirely over email, through Freshdesk, leaning on documentation scattered across Confluence and years of already-resolved tickets. Every reply depended on an agent rebuilding the context by hand, and that took hours.

What we found

The knowledge wasn’t missing. It lived in Confluence, in each client’s knowledge base, and in thousands of historical tickets. The bottleneck was retrieving it. Most queries repeated themselves, questions about using the platform and simple requests, yet each one started from scratch. The opportunity was clear: pull that knowledge automatically and draft the reply, leaving the agent the final call.

What we built

An AI-assisted support system, end to end. It takes each ticket from Freshdesk and builds the reply with RAG architecture over three sources: Confluence documentation, each client’s knowledge base (stored in Google Drive folders), and resolved historical tickets, all indexed in a vector database.

The system generates a draft with its sources and classifies the ticket’s criticality. A review interface lets the agent edit and approve before sending, and simple high-confidence cases can resolve automatically. An evaluation pipeline with an LLM as judge measures the quality of every reply continuously, with cost and usage observability throughout. Running on Azure.

What they can do now

What used to average 26.5 hours of back-and-forth now gets answered in 1.1 minutes. The agent gets a draft with cited sources instead of digging through documentation, and focuses on the cases that genuinely need a person. Over the measured period, the system handed the team back more than 215 hours of work.

Why it matters

In a market where “everything is needed yesterday,” response speed is part of the product. We promised a saving and we measured it, reply by reply. A 30× speed-up over the manual process is what the system delivered on real support tickets. For a business that most of the country’s global trade flows through, answering fast is how you compete.