NCS Case Study
Email Agent
Customer Service Automation
An AI agent that monitors customer support emails and drafts responses based on company knowledge — cutting response time by 75% while preserving the human touch that defines NCS's service.
The Challenge
Great service that couldn't scale
National Crime Search built their reputation on exceptional customer service. Their support team takes pride in helpful, personalized responses. But as the company grew, maintaining that level of service became increasingly difficult.
The problems were mounting:
- Response times creeping up as email volume increased
- Support reps spending hours on repetitive questions
- Inconsistent answers depending on who responded
- High-value customer interactions getting less attention
NCS needed to scale their support without sacrificing quality. They needed AI that could help — but they weren't willing to let robots talk to their customers. Their solution had to maintain the human touch that set them apart.
The Solution
AI-assisted, human-delivered
The best of both worlds: AI efficiency with human quality
Intelligent Monitoring
The agent monitors incoming customer support emails in real-time, understanding context and urgency automatically.
Smart Draft Generation
Using company knowledge, the agent drafts accurate, helpful responses that match NCS's communication style.
Human Review
Every draft goes to a service rep for review and personal touch — maintaining NCS's commitment to exceptional service.
Knowledge-Powered
Connected to The Dandelion platform, ensuring every response uses accurate, current company information.
Rapid Turnaround
What used to take 15-20 minutes per email now takes 3-5 minutes with AI-generated drafts.
Performance Insights
Track response times, common questions, and team efficiency with built-in analytics.
How It Works
The workflow
Email Arrives
Customer sends a support email to NCS
AI Analyzes
Agent reads, understands context and intent
Draft Generated
Response drafted using company knowledge
Rep Reviews
Service rep adds personal touch, sends
The key insight: NCS didn't want to automate customer service — they wanted to automate the preparation for customer service. The AI does the research, pulls the relevant information, and drafts a response. The human adds the personal touch, ensures accuracy, and maintains the relationship.
This approach respects NCS's core value of exceptional service while dramatically improving efficiency. Customers still get personalized, human responses — they just get them faster.
The Impact
3 hours saved every day
Before the email agent, NCS's support team spent significant time on each email — reading, researching, drafting, and reviewing. Most of that time was spent on the same types of questions, looking up the same information.
Now, when an email arrives, the AI has already done the research. The draft is waiting, accurate and well-written. The rep's job shifts from creating responses to perfecting them. The result: 3+ hours freed up every day for the support team to focus on complex issues and relationship building.
The Results
Measurable improvements in customer service
Dramatic reduction in response time
Time freed up for high-value work
Every response reviewed by a person
Nothing falls through the cracks
Time & Money Saved
The ROI of smart automation
💰 Labor Cost Savings
3 hours saved per day translates to significant labor cost savings. But more importantly, those hours are now spent on high-value activities — complex problem solving, relationship building, and proactive customer outreach that drives retention and referrals.
⏱️ Faster Response Times
75% faster response times mean happier customers. In a competitive market, speed matters. Customers who get quick, helpful responses are more likely to stay loyal and recommend NCS to others. The email agent makes fast response the default, not the exception.
📈 Consistent Quality
Every draft starts from the same knowledge base, ensuring consistent, accurate information regardless of which rep handles the email. No more variations in answers or outdated information — just reliable, helpful responses every time.
😊 Happier Team
Support reps no longer spend their days on repetitive research and drafting. They focus on the parts of the job that matter — connecting with customers and solving real problems. Job satisfaction goes up, turnover goes down.
Preserving What Matters
The most important aspect of NCS's email agent isn't what it automates — it's what it doesn't automate. NCS chose to have AI draft responses rather than send them automatically because their core value is customer service.
Every email still gets a human review. Every response still has that personal touch. The AI handles the research and drafting; the humans handle the relationships. It's automation that amplifies human capability rather than replacing it.
This is the Dandelion approach: AI that works the way you work, respecting your values while dramatically improving your efficiency.
"We were worried AI would make our service feel robotic. Instead, it freed our team to be even more personal. We respond faster, but every email still has that human touch our customers expect from us."
Ready to scale your customer service?
Let's discuss how AI can help your team deliver better service, faster.