Back to Playbooks
Solution Blueprint

The 24/7 Customer Support Playbook

Build an AI triage agent that solves Tier 1 tickets instantly and drafts responses for complex issues. Reduce ticket volume by 40-60%.

Ready for DeploymentBeginner/IntermediateHigh Impact

1. The Challenge: The Ticket "Black Hole"

Growing businesses drown in repetitive tickets: "Where is my order?", "How do I reset my password?", "What's your refund policy?". Your 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: AI Triage & Resolution Agent

We deploy an "AI Sentinel" that sits between your customers and your support team. It resolves Tier 1 tickets instantly and drafts responses for Tier 2.

The Workflow

  1. Incoming Ticket: A customer sends an email or starts a chat on your widget.
  2. Instant Analysis: The AI (integrated via Zendesk or Intercom) analyzes the customer's intent and sentiment.
  3. Autonomous Resolution (Tier 1):
    • If it's a known FAQ (e.g., "Reset Password"), the AI responds with the precise guide from your Knowledge Base.
    • If it's an order tracking request, the AI queries the Shopify/Stripe API, retrieves the data and responds: "Your order #1234 is in transit. Estimated delivery: Tuesday."
  4. Draft & Handoff (Tier 2):
    • For complex issues (e.g., "Broken product"), the AI drafts a response suggestion for your agent, summarizes the history and tags the ticket as "High Priority".
    • The agent just needs to click "Approve" or make minor edits.

3. Key Capabilities

  • Intelligent Triage: Automatically tags and routes tickets to the right department (Billing vs Technical Support).
  • Tone Adaptation: The AI mimics your specific brand voice (e.g., Professional, Empathetic or Casual).
  • Multilingual: Instantly supports customers in 30+ languages without hiring additional staff.

4. The Tech Stack

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

5. The ROI

  • 60% reduction: in ticket volume handled by humans.
  • < 1 Minute: first response time (vs several hours before).
  • 24/7 Coverage: without night shifts or on-call rotations.

Stop drowning in tickets.

Let AI handle the noise so your team can handle the relationships.

Automate My Support