AI Support That Handles 65% of Tickets
The Challenge
A fast-growing e-commerce platform was drowning in customer support requests. Their team of 12 support agents couldn't keep up with 800+ daily tickets, leading to poor customer satisfaction and increasing churn. Hiring more agents wasn't economically viable.
Our Approach
- 1Analyzed 6 months of support ticket data to identify common patterns and FAQs
- 2Designed a hybrid AI + human support workflow with intelligent routing
- 3Built an AI support assistant that answers from the company knowledge base and past tickets
- 4Implemented seamless handoff system for complex queries requiring human intervention
- 5Trained support team on AI supervision and handling escalated tickets
- 6Set up a review loop where the team checks and improves AI answers over time
The Results
Rather than replacing human agents, the AI system augmented them. Agent job satisfaction actually increased as they spent less time on repetitive queries and more time solving interesting problems.
We were skeptical about AI support, but Univot showed us how to implement it thoughtfully. The AI handles routine questions brilliantly, and our team now focuses on high-value customer interactions.
Facing a similar problem?
Book a 30-minute call. We will tell you honestly whether AI is the right answer and what we would test first.