Customer Support Workflow
An intelligent ticketing system that auto-triages and suggests resolutions for support teams.
The Challenge & Solution
An e-commerce company's support team was overwhelmed by repetitive queries. We built an AI triage workflow that ingests incoming tickets, categorizes them, and provides support agents with drafted responses based on previous similar successful tickets.
Key Capabilities
Vector database search to find semantically similar past resolved tickets.
Automated ticket routing to specialized teams based on AI categorization.
Suggested reply generation that agents can approve or modify with one click.
Integration with Zendesk via custom webhooks.
The Outcome
“Average ticket resolution time decreased by 45%, and first-response time dropped from 4 hours to under 30 minutes, significantly boosting customer satisfaction scores.”