SUPPORT TICKET AUTOMATION
We built an intelligent support system that reduces resolution times and improves customer satisfaction.
A fast-growing SaaS company was struggling with scaling their customer support operations. Tickets were taking too long to resolve, and the team couldn't efficiently prioritize or route issues. We implemented an AI-powered support optimization system that automatically categorizes, prioritizes, and routes tickets to the right specialists. The system also suggests solutions based on historical resolutions and detects emerging issues before they affect multiple customers.
The Challenge
The support team was drowning in tickets without a systematic way to prioritize or efficiently resolve them. Critical issues were sometimes buried among minor requests, and similar problems were being solved from scratch repeatedly.
Our Solution
We developed a comprehensive support optimization system that:
- •Automatically categorizes and prioritizes incoming support tickets
- •Routes issues to the most qualified team members based on expertise
- •Suggests solutions from a knowledge base of previous resolutions
- •Identifies patterns to detect emerging product issues
- •Provides analytics on support performance and product pain points
Results
- ✓Significantly reduced average ticket resolution time
- ✓Improved customer satisfaction with support interactions
- ✓Enhanced team efficiency through better workload distribution
- ✓Provided valuable feedback to product teams for improvement