AI Customer Support Automation
Automate the support work around the conversation — ticket triage, tagging, drafted replies, order lookups, and escalation — not just the chat window.
Agents spend more time sorting than solving
A support agent’s day is full of work that isn’t the actual help: reading a ticket to categorise it, tagging and routing it, digging through another system for the order or account, copying a macro and adapting it. Automating that layer lets the same team clear more, faster, without dropping quality.
What we build
- Ticket classification, tagging, and routing across Zendesk, Freshdesk, or email
- Suggested or auto-sent replies drafted from your macros and documentation
- Order, shipment, and account lookups pulled in via API so the agent doesn’t switch tabs
- Escalation rules by priority, sentiment, customer tier, or SLA risk
- SLA breach alerts before they happen, not after
- A weekly report on what the automation couldn’t handle, so coverage keeps improving
How the build runs
- 1
Ticket audit
We sample recent tickets to map categories, common resolutions, and where time goes.
- 2
Classifier & routing
Build and validate the tagging and routing against your historical tickets.
- 3
Reply drafting
Connect your macros and docs so drafts sound like your team, with auto-send only where you allow it.
- 4
System lookups
Wire in order and account APIs for inline context.
- 5
Roll out by queue
Enable one queue at a time, measure, expand.
What you get out of it
- Tickets categorised and routed the moment they arrive
- Agents opening a ticket with the reply drafted and the order details already attached
- Fewer SLA misses, caught before the deadline
- A clear, weekly view of automation gaps
Questions we get about this
Zendesk and Freshdesk directly, plus email-based support and most tools with an API or webhook. Gorgias, Help Scout, and Intercom are all workable.
Ready to scope ai customer support automation?
Send us the details of your setup: the tools, the volume, the workflow. We'll come back with an honest assessment and a fixed quote.