We implemented an intelligent support system that automatically categorizes tickets, provides instant solutions for common issues, and routes complex problems to specialized team members with full context and suggested solutions.
Challenge Solved
Support team of 12 agents was overwhelmed with repetitive queries, response times averaged 6+ hours, and customer satisfaction scores were declining due to inconsistent service quality.
Impact Delivered
Achieved 70% automatic resolution rate, reduced team size to 5 agents while improving service quality, and increased customer satisfaction by 45%. Response time improved from 6 hours to under 5 minutes.
What We’ve Done
To address the challenges in customer support management, we’ve implemented intelligent ticket routing and automated resolution systems to ensure accurate, efficient customer service for our client. We’ve developed scalable AI algorithms tailored for real-time issue analysis and resolution, allowing seamless integration across multiple support channels and CRM platforms.
- Smart ticket categorization that instantly identifies issue types and urgency levels
- Automated resolution database providing instant answers to common customer questions
- Intelligent escalation routing that matches complex issues with specialized team members
- Context preservation ensuring seamless handoffs between AI and human agents
- Performance analytics tracking resolution rates, satisfaction scores, and agent efficiency