Customer operations
Support-led products
Cut repetitive tickets with AI triage and drafts, while keeping replies on-brand and reviewable.
Top 20
Ticket reasons we classify first
Human gate
On refunds, legal, and account changes
2–6 wks
To a live draft-and-route workflow
Numbers describe typical patterns from audits and how we sequence work. They are not guaranteed client results.
The situation
The same questions dominate the queue. Drafting replies eats hours without improving quality. Leadership wants AI, the team wants fewer repeats.
In many support queues, a large share of volume is the same dozen questions. That is the honest AI starting point. We do not let a model invent refund policy. We let it draft the known answer and escalate the rest.
You are probably here if
- Macros exist, but agents still rewrite every reply
- First response looks fast while resolution lags
- Nobody has a list of the top 20 ticket reasons
How we help
We instrument the top ticket types, automate first drafts and routing with brand rules, and keep a human step on policy, billing, and edge cases.
What usually fills the queue
Typical ticket mix we see on support-led products. Automation should hit the repeatable slice, not the hard cases.
Before
- Repeat how-tos41%
- Account / billing24%
- True edge cases35%
After we rebalance
- Repeat how-tos16%
- Account / billing28%
- True edge cases56%
Playbook
01
Count the repeats
Tag two weeks of tickets. Automation follows the data.
02
Write the source of truth
Help center and tone rules the model is allowed to use.
03
Draft, then escalate
Agents approve or edit. Policy stays human.
04
Watch quality
Edit rate and reopen rate, not just time-to-first-reply.
First 90 days
Week 1
Ticket sample, categories, and brand voice rules.
Weeks 2–4
Triage, drafts, and escalation live on a subset.
Weeks 5–6
Widen coverage; report time given back to hard cases.
What changes
- Common questions get faster, consistent answers
- Agents spend more time on complex accounts
- Guardrails stop the model inventing policy
More use cases
Retail and fashion
Ecommerce brands
Turn paid traffic into repeatable sales with cleaner targeting, product-led creative, and reporting you can run the week on.
4–6 wks To a clean tracking and test system
B2B product
SaaS and software
Clarify the offer, tighten the funnel, and bring in sign-ups that sales can actually work.
1 job Primary conversion we optimize toward
If this sounds like your team
Book a free audit. We will map your numbers, not a generic pitch, and recommend the smallest mix of services that can move the situation.
Book a free audit