Faster Ticket Resolution for an eCommerce Company

🤔 Challenge

The eCatering support team faced a steady stream of repetitive inquiries, especially about product details, order statuses, and shipping updates. This repetitive workload was becoming a bottleneck for scaling support quality and efficiency.

🏆 Goal

The goal was to deflect recurring product- and order-related inquiries about shipping policies, product specs, and order updates by resolving them fully with AI. For complex tickets, they expected AI to collect key context before escalation so that agents step in with relevant details at hand.

💡 Solution

The team launched the AI Agent for Freshdesk Emails to automatically respond to common product and order-related email inquiries. The AI agent was trained on the content from the website, internal FAQ documents, and past support tickets.

🔗 Integration

CoSupport AI was seamlessly embedded into the Freshdesk email flow, requiring no changes to the existing setup. The integration was completed in less than an hour, allowing the AI agent to begin handling incoming support tickets immediately.

🚀 Achieved Key Results

• 50% Resolution Rate. The AI fully resolved half of all incoming tickets and gathered key context before escalating the rest to agents.
• 23 mins Resolution Time. Ticket resolution now takes less than 30 minutes.
• No disruption to Freshdesk-based workflows. Flawless integration — no disruption to workflows or agent experience.