TeamSystem automates up to 80% of repetitive queries with AI Agents

TeamSystem S.p.A. is one of Europe’s largest and most established tech and AI companies. As a SaaS provider, it offers tax, billing, HR, and accounting solutions for small and medium-sized businesses. Founded in Italy in 1979, the company now serves more than 2.5 million customers globally.

Starting in 2021, TeamSystem expanded its footprint by acquiring several technology companies in Spain. And with growth comes a new set of challenges—especially those relating to integrating and standardizing models and processes.

“When I first joined the organization, there were five different companies and each of them had its own support tool,” recalls Pablo Jorquera Jorquera, Head of Customer Experience, TeamSystem Spain. “So, I thought, ‘Okay—we need to start centralizing this. In order to have a unique customer source.’”

Modernizing a fragmented support landscape

Of the five companies, four of the existing support tools were homegrown and one was provided by Intercom. To reorganize and scale quickly, Jorquera Jorquera partnered with Davide Donini, IT Lead for Integrations in Italy, to find a smarter and more unified solution.

“We’ve been with Zendesk since 2022,” Donini explains. “And to better serve our customers—especially those from new acquisitions—we needed to centralize them under one AI-ready system.”

TeamSystem implemented the Zendesk platform to give teams in Spain and Italy a unified place to manage customer requests.

From there, they rolled out Zendesk AI Agents to automate customer interactions and maintain a consistent brand experience across all companies. Spain deploys one AI agent per company. While they could have launched within a day, Spain chose to tailor each AI agent to make it more advanced. And even with that added depth, they were capable of going live within a week.

“Some of these companies had tools built 20 years ago,” notes Donini. “Centralizing everything under Zendesk was the right way to scale.”

TeamSystem uses AI agents across all support channels, including messaging and email. As a result, common questions like, “Where’s my invoice?” has dropped by 99 percent, freeing agents to focus on complex, high-value issues.

“Zendesk’s AI Agents automatically detect intent and respond to frequent email questions,” says Donini. “Now, our human agents have more time to tackle challenging problems for our customers.”

AI helps TeamSystem absorb a regulatory shock

The fragmentation wasn’t the only challenge. A new regulation in Spain threatened to overwhelm the support team.

Under Royal Decree 1007/2023, companies subject to corporate income tax must adopt a certified billing and invoicing system starting in 2027. As businesses rushed to comply, TeamSystem Spain saw a surge of new users, and the support team was quickly swamped.

“Millions of enterprises and self-employed people are impacted by this change,” says Jorquera Jorquera. “But we knew this was coming—and we had to prepare for it.”

With Zendesk AI, TeamSystem Spain turned a potential crisis into an efficiency win. Within six months, TeamSystem Spain’s AI agents were handling about 30,000 conversations per month—roughly 100,000 questions—and automating up to 80 percent of repetitive inquiries.

Each AI agent now delivers the equivalent output of 11 percent of the support workforce, a figure expected to rise to 20 percent next year—and as much as 30 percent when combined with Zendesk’s Copilot.

“AI is not here to replace people—it’s here to help us scale,” says Jorquera Jorquera. “Zendesk’s AI Agents and Copilot allows us to serve more customers with the same team—and lets our human agents focus on the hard questions, providing better and more complex support to our users.”

A knowledge-first strategy

A major part of TeamSystem’s success came from restructuring its knowledge base. Using Zendesk, Jorquera Jorquera led an effort to transform thousands of lengthy technical manuals into 10,000 short, searchable articles, giving both customers and AI fast access to specific answers.

“Our customers want quick, specific solutions—not seven-page guides,” Jorquera Jorquera explains. “By guiding them to the help center, they can instantly get answers 24/7.”

The impact was dramatic.

Simply improving the structure and quality of TeamSystem’s knowledge base tripled their AI agent automation rate. This upfront work was essential because AI Agents use generative AI that pulls directly from the knowledge base. The better the articles, the more accurate the automated answers.

From there, TeamSystem expanded what their AI agents could handle. Using Zendesk’s AI Agent Builder, the team is currently aiming for more advanced resolution paths for questions that require more customization—layering generative answers (powered by the knowledge base) with guided flows based on product, context, and customer intent.

“The AI Agent Builder lets us design flows tailored to each company’s software,” says Jorquera Jorquera. “It makes our AI agents far more accurate and helpful.”

AI as a catalyst for alignment

AI didn’t just help TeamSystem scale—it helped unify the organization. Newly acquired Spanish companies, once hesitant to adopt new tools, became eager to join the Zendesk ecosystem once they saw the results, especially on AI agents.

“When they see what we’re doing with AI, they come asking to use it,” says Jorquera Jorquera. “AI has become the hook that brings everyone onto the same platform.”

TeamSystem also praised Zendesk’s support and local teams, noting that rapid assistance and best-practice guidance made it possible to maintain performance even as operations grew more complex.

Today, TeamSystem Spain maintains a CSAT average of about 89 percent and NPS average up to 59—with one business seeing NPS rise from 53 to 59 in just four months—all without adding headcount.

Advancing AI: Italy and Spain’s next chapter

Next, TeamSystem plans to deepen its AI integrations by connecting Zendesk AI agents directly to internal APIs—so customers can renew contracts, check billing details, or schedule premium callbacks.

The company is also formalizing a new AI Knowledge and Automation department to maintain and expand its content library. And once Zendesk’s Knowledge Builder is available in Spanish, TeamSystem plans to adopt it to improve content quality even further.

“Our goal is to make AI part of every interaction,” says Jorquera Jorquera. “When customers trust automation, we can focus on creating even more value.”