Customer Support
Automate ticket routing, FAQ responses, satisfaction tracking, and multi-channel support. These workflows help support teams respond faster and catch issues before they escalate.
Use Cases
| Use Case | Description |
|---|---|
| Intelligent Ticket Routing | Analyse support tickets with AI to classify topic and urgency, then route to the right team |
| Customer Satisfaction Follow-Up | Send satisfaction surveys after ticket resolution and escalate low ratings |
| FAQ Auto-Responder | Match incoming questions against your knowledge base and auto-reply when confident |
| Ticket Response Drafter | Draft personalised replies to support tickets using past resolution patterns and knowledge base context |
| Support Metrics Weekly Report | Compile ticket volume, response times, and resolution rates into a weekly support performance report |
| SLA Breach Alert | Monitor open tickets approaching SLA deadlines and alert the team before a breach occurs |
| Churn Risk Detector | Analyse recent support interactions to identify customers showing signs of churn risk |
| Support Handover Briefing | Generate a context summary when a ticket is reassigned, so the next agent picks up without asking the customer to repeat themselves |
| Refund Request Processor | Pull order details, check eligibility, and either auto-process small refunds or queue larger ones for approval |
| Post-Resolution Knowledge Base Updater | Summarise resolved tickets into draft knowledge base articles and flag recurring questions for publishing |
| Stale Ticket Auto-Close | Detect tickets with no customer response after a set period and close them with a polite follow-up message |
| Bug Report to Engineering Issue | Turn bug-tagged support tickets into structured engineering issues, with duplicate detection against the existing backlog |
| Voice of Customer Themes Digest | Cluster last week's resolved tickets into themes for the product team, with representative quotes and counts |
| Out-of-Hours Ticket Acknowledgement | Acknowledge tickets arriving outside support hours with an honest reply time, and page on-call when the issue looks genuinely urgent |