Automate ®
Support Triage Autopilot
A support operations workflow that classifies incoming tickets, drafts replies, flags escalation risk, and gives managers a live view of recurring customer issues.
Date:
Industrie:
E-commerce operations
Client type:
Customer success team
Mesured results:
42% of repetitive tickets pre-drafted
Timeline:
6-week build, weekly QA cycles
Project focus
The support team was spending too much time sorting repeated customer questions, order issues, and refund requests before any meaningful resolution work could begin.
Automation approach
The system classifies tickets by intent, drafts first responses using the brand’s support guidelines, and flags messages that show churn risk, angry sentiment, or policy exceptions. Managers receive a weekly issue map showing which problems are increasing.
I’ll personally review your brief and get back to you within two hours.
CREATIVE DIRECTOR
FRED AMAEL®
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