Retail & E-commerce
AI Triage for Support Tickets
Reduced median first response time by 62% in six weeks with human-in-the-loop guardrails.
-62% Response time
+18% CSAT
+1.5 FTE Agent efficiency
The challenge
- Support queues exceeded SLA targets during seasonal peaks.
- Manual tagging made analytics and resourcing decisions difficult.
- Agents lacked confidence automating responses without governance.
What we delivered
- Implemented a triage assistant that classifies, summarises, and proposes responses for agent review.
- Integrated with the existing helpdesk to preserve existing macros and reporting.
- Deployed confidence thresholds and audit trails to maintain quality.
Business impact
- 62% reduction in median first response time across priority tiers.
- 18% improvement in customer satisfaction scores within two months.
- Team reallocated 1.5 FTE from triage to proactive retention campaigns.