Last January, we launched an internal AI agent at illuxi that we call Leroy.

The goal was simple: respond faster, better, and at scale to our learners’ requests.

With close to 290,000 learners on the platform over the past year, one thing is clear: support requests are not decreasing—they are structurally increasing.

Industry benchmarks are well known:

1. A high-performing SaaS platform typically keeps support volume below 10% of active users per month (Fullview)

2. Around 8% of ARR is spent on support and customer success (SaaS Capital)

   The real question wasn’t “should we automate?” The real question was: how do we do it without degrading the customer experience?

The Real Challenge: It’s Not AI, It’s Data

An AI agent is not intelligent by default.

It’s only as good as what you feed it.

Since November, the real work has been: structuring our answers, documenting frequent cases, standardizing processes, and continuously enriching our knowledge base.

Leroy isn’t “smart.” He’s well trained.

The True Cost of Support

Take a simple example: “I forgot my password.”

It takes only a few minutes to answer.

But the real cost lies in the interruption.

A study by Gloria Mark (University of California) shows it takes on average 23 minutes to regain focus after an interruption.

Internally, we use a conservative assumption of 15 minutes per request.

At a fully loaded cost of $75/hour, that’s $18.75 per 15-minute block.

Our Reality After One Month of Optimization (February 2026)

We handled 810 support requests.

Without AI (100% human model): 810 × 15 minutes = 202.5 hours, 810 × $18.75 = $15,187, for an estimated total of ~$15,200.

And that’s theoretical. In reality, no employee is 100% productive—interruptions, meetings, and cognitive load increase the real cost.

Cost with Leroy + 1 Human

Breakdown: 421 requests handled by Leroy, 389 escalated to a human.

AI portion: $345 USD (support software) + $370 USD (AI usage) ≈ $950 CAD.

Human portion: 97.25 hours at $25/hour (outsourced) ≈ $2,500 CAD.

Total Cost with AI

≈ $3,450 CAD

Results

Cost without AI: ~ $15,200

Cost with AI: ~ $3,450

Savings: over $11,700 in a single month (February 2026)

And that doesn’t include 24/7 availability, faster response times, reduced friction, and freed-up time for the team.

Leroy, in Practice

This wasn’t a complex project.

No massive budget, no oversized team, no endless timeline.

Just a real need, existing data, and disciplined execution.

The Real Question

It’s not “how do we do AI?”

It’s: where are your simplest operational frictions—and how do you eliminate them?

What’s Next

Leroy is just the beginning.

Next steps: enrich the knowledge base, improve resolution rates, optimize human escalation, and expand use cases.

The Goal

Not to replace humans, but to free up time where it creates the most value.

Conclusion

Applied AI is not a promise.

It’s a concrete, measurable, and accessible lever.

Leroy is a simple example—and most importantly, a repeatable one.

We are proud to announce that illuxi has been selected by the Corporation des concessionnaires automobiles du Québec (CCAQ) to power the training and professional development of its members using our illuxiLMS platform.

The automotive sector is a cornerstone of Quebec’s economy, employing over 45,000 people across the province. Despite the competitive salaries, attractive working conditions, career advancement opportunities, and a strong culture of ongoing training, the industry continues to face a major challenge: the shortage of skilled labor.

To help address this issue, the CCAQ has made the strategic decision to adopt a local, cutting-edge solution to strengthen and modernize its training offer for members.

Through illuxiLMS, CCAQ will now be able to:

• Provide personalized training journeys tailored to each member’s role and needs;

• Monitor learner progress and improve training impact and outcomes;

• Proactively respond to the sector’s talent and reskilling challenges.

This new collaboration reflects the power of local innovation to support the future of work, and reaffirms our mission to help organizations build adaptive, resilient, and skilled teams.

In response to the major shifts in the job market and the growing urgency around workforce reskilling, Canadian tech company illuxi announces a landmark $1 million investment in the development of a generative artificial intelligence platform dedicated to real-time competency development called illuxiHERO. The project, in partnership with JACOBB is a recognized College Technology Transfer Centre (CCTT), aims to revolutionize corporate learning by building AI technology capable of continuously assessing and identifying workforce skill needs and automatically generating tailored learning paths.

As more than 6.5 million Canadians will require upskilling or reskilling by 2030 (Brookfield Institute), and over 1 billion workers globally (World Economic Forum), illuxi is stepping up with a Canada-developed, Canada-hosted solution that ensures technological sovereignty and data security.

Already in development, the platform will be piloted in select organizations as early as 2025. Its mission: provide Canadian workers with dynamic learning journeys that align with the evolving demands of the job market.

Continuous Skill Assessment

The illuxi AI engine performs in-depth diagnostics to identify each employee’s specific skill gaps.

Auto-Generated Microlearning

Drawing from an organization’s existing content and resources, illuxi’s platform structures and delivers relevant, modular learning experiences.

Adaptive Learning Experience

Learners are continuously reassessed, and their learning journeys are automatically updated based on their progress.

Empowering Organizations to Build Smarter Workforces

The AI project integrates directly with the illuxiLMS and illuxiCampus platforms reinforcing the company’s mission to transform how organizations manage learning and development. 

“We must take ownership of workforce reskilling to remain competitive on the international stage. We need to prevent workforce deskilling, which would only increase our dependency on foreign solutions. It is therefore essential to invest quickly in developing the necessary technologies and ensure their deployment for our workers, our companies, and our economy. illuxi’s AI project aligns perfectly with this vision and represents a key step toward sustainable digital autonomy.” Pierre Marc Johnson, former Premier of Quebec and member of illuxi’s advisory committee

“As artificial intelligence continues to reshape industries across Canada, we must make sure it serves our people especially in workforce training and skills development. illuxi’s vision combines private innovation with public value, and this is the kind of leadership that will strengthen our economy, enhance productivity, and help Canadian talent thrive in the age of AI.” Christian Paradis, former federal Minister of Industry and International Development, and member of illuxi’s advisory committee

“Our mission is to help businesses innovate by facilitating the transfer of intellectual property and technological advances into their operational reality. By collaborating with illuxi, we are putting AI at the service of skills development, with a pragmatic and effective approach that truly transforms corporate training.” Chantal Provost, Executive Director of JACOBB.