AI Support Case Study | SaaS Automation
Back to Case StudiesAI Customer Support Assistant & Ticket Routing
Reducing support load while improving response quality through AI-powered ticket classification and drafting.
This SaaS & Technology AI automation case study explores AI Customer Support Assistant & Ticket Routing. Tags: SaaS & Technology, AI Implementation, Workflow Automation, Integration, OpenAI, Make.com, Retool, AI Automation.
50%
Workload Reduction
3× faster
Response Time
100%
Ticket Accuracy
Overview
A SaaS company's support team was overwhelmed with repetitive tickets, long response times, and inconsistent routing. The AI-powered solution reduced workload by 50% while improving response quality.
Challenges
Long response times
Repetitive questions
Support team burnout
No classification or routing logic
What We Delivered
AI assistant that drafts high-quality replies
Ticket classification model → assigns to correct support tier
Automated SLA tracking
Daily reporting dashboards
Routing to engineering for technical issues
Tech Stack
OpenAI, Make.com, Zendesk/Intercom integration, Retool, PostgreSQL
Tags
Results
50%
Workload Reduction
3× faster
Response Time
100%
Ticket Accuracy
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