AI-Powered Chat Automation That Reduced Resolution Time

🤔 Challenge

After analyzing a year’s worth of support tickets, the Hour Timesheet team discovered that over 50% of inquiries were repetitive. This highlighted an opportunity to improve efficiency, prompting the team to explore automation — where AI quickly stood out as a natural fit for the task.

🏆 Goal

The primary goal was to automate 50% of incoming chats without compromising customer service quality, which would enable faster support for customers and allow the team to focus more on complex issues.

💡 Solution

The team implemented the CoSupport AI Agent, designed to deliver real-time, accurate responses by leveraging the company’s own data sources.

🔗 Integration

The AI agent was trained using Help Center articles and historical support tickets, then smoothly integrated with Zendesk Chat. The entire setup and launch process took just two days, enabling seamless automation of routine queries with human fallback for complex cases.

🚀 Achieved Key Results

• Resolution rate — the client’s target (50% resolution rate) was met and exceeded in the first month:
  

  1. 72% resolution rate at the end of the first month.
  2. 82% resolution rate at the end of the third month.
• Resolution time:
  

  1. Resolution time decreased by 70%, from 14m 28s to 4m 20s.
  2. Customers now receive instant support, with most issues resolved in just minutes.
• No disruption to Zendesk-based workflows.