How AI Helped Cocoatech Automate Most Support Queries and Improve Resolution Speed from Hours to Minutes
Learn how AI integration transformed support at Cocoatech, enabling high automation rates, fast resolutions, and consistent answers powered by synchronized Zendesk knowledge.
- Country:
- USA
- Industry:
- Software Development
- Integration time:
- 1 month
- Support Team:
- 2 agents
- Support Setup:
- Zendesk Suite
The Client’s Profile
Cocoatech is a privately funded software company founded in 2001 in San Francisco. Best known for Path Finder — a productivity-driven file management tool for macOS — the company supports a global user base and focuses on delivering premium Mac applications.
🤔 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
🚀 Achieved Key Results
- 81% autonomous resolution rate in January.
- Resolution time reduced from 8h 54m → 5m 12s.
- 76–81% Fof monthly chats resolved by AI.
- 8h 54m
Client’s Feedback
“The impact of launching the CoSupport AI chatbot is tangible. We get far fewer tickets now because AI solves so many on its own. The response accuracy is excellent — whenever we add new data, I’m confident the AI won’t misinterpret it.”
Dragan MilićSenior Technical Specialist