83% faster support response with AI triage
An 80-person professional services firm was drowning in support tickets and spending 8 hours a week on manual reports. We shipped a Support Triage Bot and a Weekly Exec Dashboard.
faster response
less manual reporting
to production
The Challenge
Support tickets were triaged manually by a team of 3, with an average 4-hour first response time. Executives received manually compiled reports every Friday that took 8 hours to prepare.
Our Approach
- 01
Diagnosed: Mapped the entire support workflow and identified two high-leverage automation points.
- 02
Scoped: Defined a Support Triage Bot (auto-categorize and route) and Exec Dashboard (auto-generate weekly metrics).
- 03
Built: Production system with evidence gates — every auto-triage decision was logged with confidence scores for human review.
- 04
Verified: A/B tested the bot against manual triage for 2 weeks before full rollout.
- 05
Shipped: Deployed with monitoring, rollback plan, and team training in a single afternoon.
The Outcome
First response time dropped from 4 hours to 40 minutes. The weekly report now generates automatically every Friday at 6am. The 3-person triage team was reassigned to higher-value client work.
“We went from firefighting tickets to actually improving our service. The system just works, and we can see exactly why it made each decision.”
VP of Operations
80-person professional services firm