Why Enterprises Are Rethinking L0–L2 Support with Generative AI
In large-scale tech environments, support tickets never stop. From minor configuration questions to complex network failures, teams are constantly balancing volume with speed, and it’s taking a toll on both cost and morale. For some enterprises, manually handling low-tier tickets is costing millions each year in engineer time alone.
So, the question becomes: how much of this can AI actually handle?
Spoiler: more than you think.
Reimagining Tiered Support with LLMs
At Calsoft, we recently worked with a top-five global network equipment provider to roll out a customized LLM-powered support platform that resolved 80–90% of incoming tickets before a human ever got involved
This platform:
The result? Faster resolution, reduced operational costs, and less strain of engineering team Download the full case study here.
Why It Works — Not Your Average Chatbot
This was a custom-trained LLM solution, built using:
The AI was trained on internal knowledge bases, support runbooks, ticket histories, and diagnostics becoming a, context-aware assistant that speaks the language of support teams.
Business Impact at a Glance
The outcomes speak for themselves:
It’s not just automation, it’s augmentation, and it’s already improving support operations at scale.
The Bigger Picture
Support is often one of the last places enterprises think to apply AI, but it’s where the ROI is often the clearest. If LLMs can answer like a seasoned tech expert, why not let them handle the repetitive stuff so your specialists can focus on what really matters?
At Calsoft, we help enterprisesembed AI across the stack delivering solutions that are pragmatic, scalable, and tailored to support-intensive industries.
Curious how LLMs could transform your support workflows? A Honest Look – Can AI Help Us Bui... – Calsoft Blog