Automate Customer Support with a simple AI-Powered Ticketing System

The Client

The Challenge

• The volume of Customer Support emails was high and rising as the business grew.

• They wanted to keep headcount low, but still there were lots of repetitive and time consuming tasks related to answer customer emails.

The Solution

• We created workflows in Make.

• The first scenario gets new emails and categorizes the problem as a Product problem, Order followup or others.

• If it is a product problem the second scenario categorizes the problem using AI based on the error code. The instructions/rules to determine which error code the email falls under is specified in a document. We create an OpenAI / ChatGPT assistant based on that document.

• Once the problem is classified the feedback email is sent to the client.

The Results

• AI reduced the time to create drafts to emails from a couple of hours to minutes a day.

• A human was involved to check on the answers and respond to non common inquires.
  85% of emails were handled semi automatically.

Tech Used

• Outlook as a shared inbox

• OpenAI Assistants to create drafts