Three systems. In production. Still running.

FinEdge's customer success team was processing 6,000 weekly support tickets with a 5-hour median first-reply time. The team had stopped working on product because they were answering the same fifteen questions on repeat. Customer satisfaction scores were falling.

A triage-and-draft agent integrated with their CRM and knowledge base. It classifies intent, retrieves the relevant account history and product context, then either auto-replies on known categories or drafts a reply for a human agent to send in two clicks. Hard guardrails on anything touching financial transactions or compliance.

Insurance pre-authorisation paperwork was consuming 19 hours per clinician per month. Forms varied by payer, supporting documentation was scattered across three systems, and the rejection rate was 29% — mostly because exhausted staff missed edge-case requirements on Friday afternoons.

A structured-extraction pipeline that reads the patient record, assembles the payer-specific documentation packet, flags missing items before submission, and presents clinicians a single-screen approval view. Every output is fully reviewable, auditable, and NDPR-compliant.

Their rate-quoting process was a human bottleneck. A broker received an inbound request, manually looked up three lane-history databases, negotiated by gut instinct, and replied in 90 minutes on a good day. They were losing loads to competitors who replied in ten minutes.

An agent that parses inbound requests, retrieves comparable historical loads and current market rates, proposes a margin-aware quote with full reasoning, and either sends it automatically or routes to a broker for unusual freight types. Brokers review, accept, or adjust. The agent learns from adjustments.