Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- What does RecruitCRM do?
- Which helpdesk does RecruitCRM use?
- How did they train their AI customer service agent?
- When did they decide to turn on ‘direct replies’ to customers?
- What was the biggest thing they did to improve their AI agent’s resolution?
- How do they customize their AI agent setup to work for their business?
- What impact is their AI customer service agent having now?
- Where do they go from here?
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Dec 17, 2025 02:25 PM
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A couple of years ago RecruitCRM had a problem: their support team was stretched, response times weren’t as fast as they wanted and with a global customer base they really needed 24/7 support.
So they turned to My AskAI.
In the last year since integrating their My AskAI customer service agent into their Intercom helpdesk it has resolved almost 5,700 support tickets and is currently deflecting 68% of their tickets and saving their team 62 hours every month.
Now you’re probably asking yourself: “how does RecruitCRM do this?!” and “how can I do this for my business?”.
Let’s take you through their setup and show you how.
What does RecruitCRM do?
If you haven’t come across RecruitCRM before, they are an all-in-one platform for recruitment agencies that combines an applicant tracking system (ATS) with a customer relationship management (CRM) tool.
In simple terms, they helps recruiters manage candidates, jobs, and client relationships in one place- so teams can track pipelines end-to-end, from sourcing through placement.
The company has built a strong reputation in the agency market, with over 1,000 recruitment firms across 80 countries using their platform and receiving consistently high ratings on major software review platforms.
They are a product-led, efficient business focused on helping agencies run faster, more organized recruiting operations through automation and better visibility across their workflow.
Which helpdesk does RecruitCRM use?
RecruitCRM use Intercom as their helpdesk platform, and receive the majority of their support requests through the Intercom chat widget, with some additional volume coming in via email.
They had looked at Intercom’s Fin but the $0.99 per resolution pricing just didn’t make economical sense for them (see our comparison to Intercom Fin here).
How did they train their AI customer service agent?
RecruitCRM had an Intercom help center already, so they connected this to their AI agent using our Intercom connector to get things going.
But they also had a lot of useful training data (technical docs and comparison posts) on their site too that they didn’t want to go to waste.
So they added this to their AI agent’s knowledge as well using our unlimited website sync to ensure that the content always remains fresh and their AI agent was as knowledgeable as could be.
On top of this, they also had information in files that they needed to upload to provide further context and background that couldn’t be found on their site and help center.
One of the smartest improvement RecruitCRM has made to their AI agent though is the addition of “Live User Data”, this means that the AI agent can “look up” details about a customer to provide more personalized responses.
It now know what plan a user is on, what recent transactions they might have made or events in their account.
All of this will improve the quality of their AI replies.
When did they decide to turn on ‘direct replies’ to customers?
They decided pretty much from day 1 that the fastest way for them to learn how their new agent would perform would be to put it in front of their users and start gathering feedback.
In the worst case scenario, they figured there were always lots of ways the users could request to speak to someone and hopefully in some cases it would give a number of users faster answers.
They were pleasantly surprised to see that from go-live, due to their extensive collection of articles and tutorials, that they were able to see a ~35% resolution rate.
What was the biggest thing they did to improve their AI agent’s resolution?
But RecruitCRM didn’t want to stop at 35%, they wanted to see how much further they could take their AI customer service agent.
They set about putting together their own QA process where they would systematically review the AI conversations each week and decide on the best action to take to improve responses.
This might have been updating their help center after identifying knowledge gaps, adding custom answers or improving guidance.
Through this diligent continual improvement process and the introduction of User Data APIs, they have managed to increase their average AI resolution to where it sits today, at around 68%.
How do they customize their AI agent setup to work for their business?
Each business manages support in their own way and has nuances to their setup, that’s why our AI agent has multiple customization options to fit around you.
For RecruitCRM, this came in the form of:
- Using our different types of guidance to ensure their AI customer service agent responded on-brand and handed over if upgrade or cancellations tickets arose.
- Triggering their AI agent only on certain Intercom workflows, so they can control the experience more closely for more deterministic paths (and also keep their AI usage down).
- The use of our AI Copilot in Intercom, to enable their agents to use our AI, even after a conversation has been handed over.
What impact is their AI customer service agent having now?
Well, let’s see:
As a result of RecruitCRM’s continual efforts to review and add custom answers to their AI customer service agent knowledge, their AI agent is currently:
- Resolving 68% of tickets automatically each month across almost 1,088 tickets (that’s around740 tickets per month their team doesn’t have to deal with directly).
- Saving their customer service team 62 hours per month (assuming a 5 minute per ticket handle time).
- Achieving a 75% AI CSAT score across those 1,088 tickets.
Where do they go from here?
RecruitCRM are one of our most dedicated customers when it comes to improving their AI agent’s responses.
The next big step for them is to look at features like tools and tasks to automate more time-consuming tasks like upgrades, refunds and plan changes.
If anyone has a chance of getting to 100% automation, we wouldn’t be surprised if they are the first!
