The 24/7 Customer Support Playbook

1. The Challenge: The "Ticket Black Hole"

Growing businesses drown in repetitive support tickets: "Where is my order?", "How do I reset my password?", "What is your refund policy?" Human agents burn out answering the same questions, while complex issues get buried in the queue. Customers hate waiting 24+ hours for a simple answer.

2. The Solution: The AI Triage & Resolution Agent

We implement a "Gatekeeper AI" that sits between your customers and your support team. It solves Tier 1 tickets instantly and drafts responses for Tier 2 tickets.

The Workflow

1. Inbound Ticket: A customer emails support or chats on the widget.
2. Instant Analysis: The AI (integrated via Zendesk or Intercom) reads the intent and sentiment.
3. Autonomous Resolution (Tier 1):
   • If it's a known FAQ (e.g., "Reset Password"), the AI replies with the exact guide from your Knowledge Base.
   • If it's an order status request, the AI pings your Shopify/Stripe API, retrieves the data, and replies: "Your order #1234 is in transit. Expected delivery: Tuesday."
4. Draft & Handoff (Tier 2):
   • For complex issues (e.g., "The product is broken"), the AI drafts a suggested reply for your human agent, summarizes the ticket history, and tags it as "High Priority."
   • Agent simply clicks "Approve" or edits slightly.

3. Key Capabilities

• Smart Triage: Automatically tags and routes tickets to the right department (Billing vs. Tech Support).
• Tone Matching: The AI mimics your brand's specific voice (e.g., Professional, Friendly, or Witty).
• Multilingual: Instantly supports customers in 30+ languages without hiring new staff.

4. The Tech Stack

• Frontend: Intercom / Zendesk / Freshdesk
• Orchestration: n8n or Make.com (To connect CRM & Order Systems)
• Intelligence: OpenAI GPT-4o (Fine-tuned on your Help Center)
• Data: Shopify / Stripe / Salesforce

5. The ROI

• 60% reduction in human ticket volume.
• < 1 Minute first response time (down from hours).
• 24/7 coverage without night shifts.