Cohaesio replaced hours of manual ticket triage with an AI routing layer wired into Slack and their CRM. Within six weeks, manual review dropped 68% and turnaround tripled — without changing how the team works day-to-day.
The challenge
Cohaesio is an integrated services firm. Every incoming request — hundreds a week — was being read, categorised and routed by hand. It was slow, inconsistent, and it pulled senior people away from the work that actually needed them.
They didn't need "AI" in the abstract. They needed the right decision made faster, every time, without losing the human judgement their clients paid for.
"They understood the business before they wrote a single line of code — and shipped something we actually use every day."
What we did
- AI routing — incoming requests classified and assigned in seconds, with confidence scores.
- Human-in-the-loop — anything below a confidence threshold is flagged for review, not auto-actioned.
- Slack + CRM integration — the right person is notified where they already work.
- Observability — every decision is logged and auditable, so trust is earned, not assumed.
The outcome
Six weeks in, manual review was down 68% and turnaround had more than tripled. But the number the team cares about most is the 22 hours a week they got back — time now spent on clients, not classification.
