Daikin

About

Daikin is a global leader in air conditioning, heating and refrigeration solutions. With operations spanning multiple countries, Daikin's customer service and order teams handle a high volume of tickets and requests across departments such as spare parts, ADV and Contact Service.

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Challenge

Before working with Tekst, Daikin's teams classified and assigned incoming tickets manually. This took valuable time per ticket, made it harder to route requests to the right team or agent, and left Daikin with limited visibility into ticket volumes, trends and the impact of automation on their operations.

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Solution

Tekst implemented automation for classification and assignment, saving approximately 20 seconds per ticket for Daikin. Auto assignment was piloted starting with the ADV teams and later extending to Contact Service. Beyond categorization and assignment, Tekst has given Daikin the ability to generate reports on volumes, trends, and automation impact directly through the MCP, which is integrated via Teams and Copilot. This allows Daikin's teams to use simple prompts to extract insights from Tekst.

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Result

Tekst has helped Daikin move from manual, time-consuming ticket handling to a scalable, automated workflow. Saving more than 20 seconds per ticket, expanding automation across multiple teams, and giving Daikin on-demand reporting on volumes, trends, and automation impact through Teams and Copilot.

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