An education publisher running support operations across colleges and universities in North America was dealing with a problem that does not always surface in dashboards: friction baked into the agent workflow itself.

The result was a support operation that was slower and less consistent than it needed to be. Handle times were inflated. Quality scores were not where they should be. And the gap was not coming from the agents.

IntouchCX embedded Sidd Spark, its real-time AI agent-assist tool, directly into the workflow. Agents stopped switching between systems to find answers. Post-call documentation started writing itself. After-call work stopped quietly inflating every interaction.

This case study breaks down what changed, why it worked, and what it means for any support operation where handle time and quality are still being treated as a tradeoff.

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