70% of Support Tickets Resolved Automatically
A growing support team of five handled 200+ tickets per week manually. More than 60% covered the same twenty frequently asked questions. Average response time was 4 to 6 hours and customer satisfaction started declining as ticket volume grew.
The challenge
A growing support team of five handled 200+ tickets per week manually. More than 60% covered the same twenty frequently asked questions. Average response time was 4 to 6 hours and customer satisfaction started declining as ticket volume grew.
Our approach
AI-powered support pipeline with a first-line chatbot for common questions, automatic ticket classification and routing based on content and priority, integration with the existing knowledge base and automatic status updates to customers.
The results
- 70% of tickets handled automatically without human involvement
- Average response time from 4 hours to < 5 minutes
- Support capacity doubled without additional hiring
- Customer satisfaction improved from 72% to 91%
“Our support staff now only handle complex cases. The straightforward questions are fully automated — and customers notice the difference in a positive way.”
N.B.
Head of Customer Success — IT services company, Ghent region
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