Customer serviceOfficialUC-015

GCIT

Managed IT service provider

Size
Not stated
Where
Australia (Gold Coast)
Tool
Built in-house on the Anthropic API (Claude), working in ConnectWise

What the AI did

An AI coworker called Belle triages every ticket, filters out noise and duplicates, writes up investigations and closes routine tickets. Anything risky needs human approval, and people handle outages.

The result

Across the three weeks she has been on the desk (she went live on 10 May), Belle closed 631 tickets in May. Average first response time dropped from 5.5 hours in December to 1.1 hours in May, an 80% reduction. Median resolution time dropped from 54.4 hours to 5.2 hours, a 90% reduction.

Check before trusting

GCIT is an IT firm that built this itself and is a Claude partner, so a non-technical firm would need a supplier to do the same.

Prompt to try it

Test the job on your own material before buying anything. Replace the highlighted brackets.

Here are the last [NUMBER] support emails we received, with personal details removed: [PASTE EMAILS]. Sort each one into urgent, routine, duplicate or noise. For each routine one, draft a short reply using our help notes: [PASTE HELP NOTES]. List anything that needs a person and say why.

Source

GCIT blog ↗, 3 June 2026 · official

This source is independent of the tool supplier or is an official publication.

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