How AI Helped Cocoatech Automate Most Support Queries and Improve Resolution Speed from Hours to Minutes

🤔 Challenge

After a major partnership dramatically increased support volume, Cocoatech’s small team struggled to keep pace. They needed a scalable automation solution capable of handling a large share of incoming chats while triaging more complex requests for agents. The goal was to improve response accuracy, reduce customer wait times, and maintain a seamless experience during growth.

🏆 Goal

The primary goals were to automate at least 50% of incoming support conversations, improve triage quality for escalated tickets, and enhance overall customer experience with fast,personalized AI interactions.

💡 Solution

Cocoatech selected CoSupport AI to automate customer support across their Zendesk Suite environment, leveraging AI to respond instantly, classify and route conversations, and deliver accurate help using synced knowledge sources.

🔗 Integration

Seamless Integration with Zendesk Suite
CoSupport AI was seamlessly integrated across Zendesk Chat, Ticketing, and Guide — handling initial customer interactions with fast, context-aware responses, creating and routing tickets to reduce manual workload, and syncing directly with help center articles to ensure consistent, up-to-date answers. The AI model was trained on Cocoatech’s Help Center content and internal FAQ, allowing it to learn product behavior, troubleshooting steps, and common user scenarios, which ensured strong accuracy from day one and prevented misinterpretation of new data.

🚀 Achieved Key Results

• 81% autonomous resolution rate in January.
• Resolution time reduced from 8h 54m → 5m 12s.
• 76–81% of monthly chats resolved by AI.