Agent on the Job | Huaxin Building Materials: Completing Complex, Multi-Step Workflows in One Go

article summary：Huaxin Building Materials deployed four AI Agents to automate eight customer service workflows, streamlining inquiries, information collection, routing, and ticket creation. As a result, daily effective customer interactions per agent increased from approximately 40 to 110, while new-agent onboarding was reduced from 3–4 weeks to under one week. The case demonstrates how industry-specific AI Agents improve service efficiency and enable effective human–AI collaboration.

Welcome to the second edition of Agent on the Job.

This edition visits Huaxin Building Materials to see how four AI Agents take on some of customer service’s most demanding work.

Dozens of Consultation Paths Are Too Much for One Agent to Handle

Founded in 1907, Huaxin Building Materials operates across China and international markets, with more than 300 subsidiaries and affiliated companies.

Its customer service team supports four user groups and must follow eight standard workflows, each with multiple branches. Account activation, document issues, and other requests all require different handling procedures.

New agents need considerable time to get up to speed. Even experienced staff must consult manuals for less common scenarios. A wrong decision can lead to returned tickets and longer customer wait times.

Huaxin needed an AI teammate that knows the rules inside out and never skips a step.

Training Four Agents on Eight Standard Workflows

Udesk deployed four AI Agents for Huaxin Building Materials, covering eight of its most common customer service workflows.

When customers make online inquiries, the Agents guide them through information collection and compliant routing according to the relevant workflow. Once all required information is collected, a service ticket is generated automatically and handed over to the business team for follow-up.

Scenario 1 | Buying Cement: Multiple Paths Behind a Simple “I Want to Buy”

When a customer says, “I want to buy cement,” the Agent routes the request based on the specific requirements: domestic orders are assigned by region; export orders are not accepted; overseas requests require plant verification; ready-mix concrete inquiries require distance checks; and aggregate orders above 200 tons require account registration first.

The Agent collects and saves the required details, then automatically creates a purchase ticket. The business team can then provide a quote and follow up.

Scenario 2 | Purchase Documents: Four Ways to Handle a Delivery Note

A customer asks, “Why isn’t my delivery note ready yet?” The request may involve one of four situations: not yet signed for, pending follow-up, rejected, or a request to check the reason for rejection.

The Agent collects the document number and verifies its status, then provides guidance or records the case as needed. If the document has been rejected, the reason is also included in the ticket.

With complete information at hand, customer service staff can move straight to resolution.

Results That Make a Difference

With Agents handling workflow guidance and information collection, customer service staff no longer need to memorize extensive rules or repeatedly ask for the same details. They can focus on resolving tickets.

The average number of effective customer interactions handled per agent per day increased from approximately 40 to 110. The onboarding period for new agents was reduced from three to four weeks to within one week.

Four Things Udesk Got Right

Not every Agent can handle the complexity of the building materials industry. Here is what made the difference:

Business-ready expertise — Trained for the building materials sector, with workflows based on real frontline customer service practices.

Proven in real operations — Deployed at Huaxin Building Materials to serve real customers and process real tickets, not just demonstrate a concept.

Improves with use — Learns continuously from conversations and tickets, while keeping business rules up to date and covering complex workflow branches.

Clear human–AI collaboration — AI handles inquiries, information collection, and routing, while staff focus on business judgment and resolution.

Tell us in the comments: which industry should our AI teammate join next?

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The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/agent-on-the-job-huaxin-building-materials-completing-complex-multi-step-workflows-in-one-go.html