About BernCo
Bernalillo County (BernCo) oversees property valuation across Albuquerque and surrounding areas. Each year, the team must fairly and accurately assess a growing number of real estate parcels while controlling costs, answering support questions, and meeting deadlines.
They set three goals common to support teams:
- Do more with less — Increase efficiency without expanding budgets or staff.
- Empower self-service — Reduce wait times and make information easy to find.
- Elevate roles — Shift staff from repetitive questions to high-value advisory work.
Challenge
Before CustomGPT.ai, routine support calls and tickets overwhelmed their team. Hiring more staff wasn’t an option, yet instant answers were expected—24/7. Additionally, without reliable outcome tracking, it was hard to prove impact or savings.
“CustomGPT.ai has continually impressed us. Our own assessor loves it and frequently comments on how it provides the right answers. It’s a very valuable tool that people need to understand and utilize.”
Kenneth Scott
Deputy Assessor of Operations, BernCo
Solution
BernCo selected CustomGPT.ai because it met their three strategic goals, without heavy IT lift, lengthy procurement, or additional BernCo chose CustomGPT.ai because it met their goals without heavy IT lift or extra headcount. The platform’s no-code, secure, and reliable design let Assessor Technician Aaron Newe and BernCo team launch quickly with confidence—sharing accurate answers directly from their information.
Start Small: The A.C.E. Community Educator assistant went live on their busiest pages, delivering accurate, 24/7 answers sourced from BernCo documentation and public records—thanks to CustomGPT.ai’s 100.00% system uptime.
Grow Fast: With CustomGPT.ai’s multi-agent architecture, BernCo rapidly built and deployed new specialized support assistants in the following weeks:
- Compliance Expert for reliable legal look-ups
- Clear Expectations Bot to onboard new hires consistently
- Agricultural Valuation Assistant to guide farmers through specific processes
Go Everywhere: With the Bland AI integration, the same knowledge now handles phone calls and emails, allowing the system to grow its share of total customer interactions.
Keep Improving: Thanks to CustomGPT.ai’s built-in analytics dashboard, BernCo performs quarterly analytics reviews to surface trends and gaps in their support documentation, which they can update in minutes—raising accuracy, increasing deflections, and improving support outcomes.
Results
A scalable support layer that reduces unit costs, protects agent time for complex tickets, and scales with demand—without adding headcount.
- Net savings delivered: $108,143.75 in avoided agent costs over the first 18 months.
- Proven ROI: 4.81× return — every $1 invested generated ~$4.81 in savings.
- Unit economics: Bot CPI $0.99 vs agent CPI $4.59 — ~80% cheaper per interaction; savings accelerate as volume increases.
- Channel mix & deflection: 24.76% of contacts self-served (28,433 queries vs 86,403 calls). Increasing digital share is the clearest lever for further cost reduction.
- Throughput & operations: Agents handle calls quickly (116s AHT), but 35.91% call success and ~65,000 deviations point to fixable routing/content gaps that AI can absorb.
- Scales with spikes: ROI and savings peak during seasonal bursts; more inbound routed to AI = more measurable dollars saved.
Bottom line: Over $100K in net savings, near-5× ROI, and a clear path to further cost reduction by shifting more volume to AI-powered self-service.
Conclusion
BernCo’s rollout is a repeatable playbook for support teams. Do more with less—start small and scale at your own pace across channels. Deflect more tickets with accurate answers anchored in your content powered by CustomGPT.ai’s industry-leading accuracy. And use built-in analytics to drive continual improvement.
With CustomGPT.ai, teams deliver round-the-clock, accurate self-service support while reserving human experts for the tickets that truly need them—doing more with less without adding headcount.
