OutSystems drives CX by automating 35% of support operations with agentic AI

Challenge

Agentic AI: Unlimited digital innovation opportunities

OutSystems CIO Tiago Azevedo is responsible for leading the Digital Team as it builds a world-class business architecture for the agentic era. He and his team work closely with business partners to understand challenges and equip their teams with innovative solutions that support their strategies.

Tiago and his team saw the challenge of building a customer support agent as an opportunity to tap into what they knew was agentic AI’s transformative potential. Delivering an agentic AI solution that could help automate support operations and free up the team’s time to focus on more complex support tickets was a no-brainer. And that’s exactly what they did.

Solution

Automating support, elevating the customer experience

After hosting brainstorming sessions to identify the first use cases, the team started on their support agent journey. The objective was to streamline support operations and automate as many responses to support questions and incidents as possible. Using the OutSystems platform, the team delivered their first customer-facing conversational AI agent—the AI-Powered Support Assistant.

The AI agent is live on the Support Portal and autonomously provides requested information by integrating with large language models (LLMs) that pull data from various sources, including the OutSystems website, internal documents, and training materials. This, along with prompt engineering, contributes to the production of accurate and useful responses to customer inquiries.

During that time, the team also worked with other departments to identify additional business needs that could be solved with agentic AI—with a focus on small use cases that could make a big impact.

“We focused on two small use cases that were low-hanging fruit and quickly saw many similarities. That’s when we saw patterns emerging,” João Araújo, Tech Lead on the Agentic AI Foundations team, said.

From there, João and his team identified four patterns that could help them execute their agentic strategy and quickly produce new solutions.“Now, when a team submits a use case, we can quickly analyze it and attribute it to a pattern. This way, we already know how to solve the issue. It allows us to be incredibly efficient,” João said.

And as the team tackles more agentic AI use cases with Agent Workbench, the patterns are continuously evolving to ensure they can continue to scale these efforts with ease.

Results

Better customer experiences, reduced costs

In the first year since it was rolled out to customers, the AI agent has successfully answered over 62% of support questions and 21% of support incidents, helping enhance the overall customer experience.

Since the AI-Powered Support Assistant uses the entire OutSystems knowledge base to provide the best answer, customers can get an answer without searching through all the documentation. “The GenAI-powered support assistant was able to significantly increase the number of cases that did not require the assistance of a representative, resolving support cases at an unprecedented rate,” Tiago said.

In addition, the AI support agent has helped reduce new ticket creation by 34%, saving the company over $600,000. Overall, OutSystems has been able to automate 35% of its support operations, allowing the company to keep up with ongoing growth without the need to expand resources.

And by using the combination of its AI development platform with the idea of patterns, OutSystems builds agentic AI solutions much faster and with less effort. “With this framework, we can reuse the same application and just change the context and the information feeding it to suit another use case. This allows us to scale our agentic strategy and continue to rapidly innovate to support our customers and employees,” Tiago said.

For the team, it’s all about bringing AI to where the user is. For example, OutSystems has reused the customer support portal agent to create a similar solution on top of its human capital management platform Workday to answer employees’ questions. And now, the team has delivered several AI agent solutions across use cases, including marketing and sales, using Agent Workbench, our latest AI capability.

With the customer success agent, the OutSystems digital team experienced agentic AI’s undeniable power to generate transformation. Our customers now have the power to ask “where do we begin?” and then use the OutSystems AI development platform to develop agents that provide exceptional customer experiences, boost productivity, and maximize ROI.

For companies still unsure, Tiago shared this advice: “Integrating agentic AI into applications is no longer a trend—it’s a game-changer. This combination empowers businesses to innovate faster, streamline processes, and deliver value at an unprecedented scale. My recommendation is to embrace low-code and agentic and become an AI development shop. This will enable your developers to learn agentic AI on the job and replicate use cases, allowing you to scale your AI strategy quickly across the enterprise.”