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 and Exec Dashboard.
- 03
Built: Production system with evidence gates — every auto-triage decision was logged with confidence scores.
- 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.”
VP of Operations
80-person professional services firm