Customer Support
A large share of your tickets are the same handful of questions.
Your team answers the same thing all day, and the interesting problems wait behind them.
You will recognise this if
- A small number of question types account for most of your ticket volume.
- First response time is the metric everyone watches and nobody can move.
- Agents copy answers from an internal document that is itself hard to find.
- Escalations happen because context was lost between channels, not because the problem was hard.
How we approach it
- Cluster the last few months of tickets before deciding anything. The distribution usually surprises people.
- Deflect only what can be answered completely and correctly. A partial answer costs more than no answer.
- Assist agents on the rest: draft the reply, assemble the context, leave the send button to a human.
- Track deflection and satisfaction together. Deflection alone can rise while the experience gets worse.
The honest version. If your volume is driven by a product defect or an unclear invoice, a support agent is treating the symptom. The audit is likely to point upstream, and that is a cheaper fix.
What we would build