When INDY, a leading SaaS accounting platform, faced the challenge of managing hundreds of complex daily customer requests, they turned to Draft’n Run’s AI agent platform to revolutionize their support operations. The result: 80% of tickets now handled automatically without human intervention.
Background
INDY provides comprehensive accounting software for freelancers and small businesses, simplifying complex financial processes for thousands of users. As their customer base grew, so did the volume and complexity of support requests—from transaction categorization questions to tax regime inquiries. Each request required deep accounting knowledge, creating a significant recruitment and operational challenge for their support team.
Challenges
INDY’s existing customer support infrastructure was struggling to keep pace with demand. Their Intercom chatbot achieved only 20% relevant responses, forcing the support team to manually handle nearly all incoming tickets. The main pain points included:
- Knowledge Requirements: Support staff needed specialized accounting expertise, making recruitment expensive and time-consuming
- Volume Scaling: Hundreds of daily requests were overwhelming the team
- Response Quality: Inconsistent answers due to varying staff expertise levels
- Cost Pressure: Growing support costs threatened profitability as the customer base expanded
Strategy
INDY partnered with Draft’n Run to implement a comprehensive AI-powered customer support solution using the platform’s visual workflow builder and production-ready monitoring capabilities. The strategy focused on three key areas:
Intelligent Knowledge Management: Leveraging Draft’n Run’s RAG (Retrieval Augmented Generation) capabilities to structure and optimize INDY’s FAQ and knowledge base for better AI retrieval accuracy.
Accounting-Specific Processing: Building specialized workflows that understand accounting terminology, tax regimes, and transaction categorization rules using Draft’n Run’s custom AI agent components.
Seamless Integration: Connecting the AI system to INDY’s existing Intercom infrastructure through Draft’n Run’s robust API integration capabilities, ensuring no disruption to current operations.
Execution
Using Draft’n Run’s visual Studio interface, INDY’s team—working with AI specialists—built sophisticated customer support workflows without writing a single line of code. The implementation included:
Automated Transaction Categorization: AI agents that analyze customer transaction questions and provide accurate categorization guidance based on accounting rules and tax requirements.
Dynamic FAQ Enhancement: The system continuously improves FAQ responses using Draft’n Run’s monitoring capabilities to identify knowledge gaps and optimize retrieval algorithms.
Multi-Language Tax Support: Workflows handle various tax regimes and accounting standards, automatically routing complex cases to specialized human agents when needed.
The entire solution was deployed incrementally, with Draft’n Run’s Sandbox environment allowing thorough testing before production rollout.
Results
The transformation was remarkable. Within months of implementation, INDY achieved:
80% Automated Resolution: Four out of five customer tickets are now handled completely by AI agents without human intervention.
Dramatic Cost Reduction: Support team scaling requirements reduced significantly, allowing INDY to redirect resources toward product development.
Improved Response Times: 24/7 availability with instant responses for common accounting questions.
Enhanced Accuracy: Consistent, reliable answers based on validated accounting knowledge and real-time learning.
Continuous Evolution: The AI system improves automatically, learning from new scenarios and expanding its capability to handle increasingly complex accounting situations.
Conclusion
INDY’s success demonstrates how Draft’n Run’s open-source AI platform can transform customer support operations even in specialized domains like accounting. By combining visual workflow development with production-grade monitoring and seamless integrations, businesses can achieve dramatic efficiency gains while maintaining service quality. The transparency and control offered by Draft’n Run’s platform allowed INDY to build a solution perfectly tailored to their accounting expertise, proving that specialized AI doesn’t require months of custom development—just the right platform and clear business requirements.
Ready to achieve similar results? Request a demo to see how Draft’n Run can transform your customer support operations, or explore our other customer success stories to learn more about AI automation possibilities.
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