Powering continuous growth with a hybrid AI + human model
As Kismia expanded across products, platforms and channels, consistent quality got harder. They needed a model that scales with the product while holding operational standards.
The challenge
Expansion across multiple products, platforms and communication channels made consistent, high-quality support increasingly complex to maintain at scale.
The solution
Soportio built a hybrid model pairing AI automation with experienced agents — across Web, iOS, Android, messaging, API, Meta channels, Play Store reviews and web forms. Automation absorbs repetitive interactions; specialists own the complex cases.
Results
- 10-year partnership
- Scaled from hundreds to tens of thousands of monthly tickets
- Hybrid AI + human model live
- Multiple external compliance audits passed
- Consistent quality across every channel
KPIs
Key outcomes
Across a 10-year partnership, support scaled from hundreds to tens of thousands of monthly tickets through a hybrid AI and human model spanning 8+ channels, with multiple external compliance audits passed.
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