The Challenge

Support processes were inconsistent, with response times ranging from 2 to 24 hours depending on the agent. CSAT scores fluctuated heavily due to subjective ticket tagging and manual routing errors, which consumed 30% of the team's capacity.

The Solution

Introduced an AI-assisted triage system using Python and OpenAI. The solution automatically classifies incoming tickets with 92% accuracy, suggests draft responses based on historical best practices, and routes complex issues to specific specialists, keeping humans in the loop for final approval.

Business Impact

  • Reduced First Response Time (FRT) by 65% (from 4h to 1.2h)
  • Standardized ticket categorization, reducing misrouting by 80%
  • Freed up 30% of support agent capacity for complex Tier-2 issues
  • Stabilized CSAT scores above 4.8/5.0