SupportIQ was drowning in 10,000+ monthly support tickets with a small team of 12 agents. Response times had ballooned to 48+ hours, leading to customer churn.
The Challenge
The support team was spending 80% of their time answering the same 50 questions repeatedly. Agents were burned out, and customer satisfaction had dropped from 4.7 to 3.9 out of 5 in just six months.
Our Solution
We built a custom AI-powered triage and resolution system that:
- Automatically classifies incoming tickets by urgency, category, and complexity
- Resolves Tier-1 queries (FAQs, billing inquiries, password resets) autonomously with a RAG-powered assistant trained on their knowledge base
- Routes complex tickets to the right human agent with full context and suggested responses
- Learns continuously from agent corrections to improve accuracy over time
Technology Stack
We used a fine-tuned GPT-4 model combined with a vector database (Pinecone) storing 15,000+ knowledge base articles. The system integrates directly with their existing Zendesk workflow via webhooks.
Results
- 72% reduction in tickets requiring human attention
- 4.9/5 customer satisfaction score (up from 3.9)
- 3-minute average resolution time for Tier-1 tickets
- $380,000 annual cost savings in support headcount