AI-Powered Chat Automation That Reduced Resolution Time
By integrating AI directly into Zendesk Chat, Hour Timesheet accelerated support workflows, exceeded its automation goals, and reduced chat resolution time.
- Country:
- USA
- Industry:
- Software Development
- Support Team:
- 2 agents
- Support Setup:
- Zendesk
The Client’s Profile
Hour Timesheet is a US-based provider of intuitive and reliable DCAA-compliant time tracking software, designed to help government contractors and businesses streamline payroll, billing, and compliance reporting.
🤔 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:
- 72% resolution rate at the end of the first month.
- 82% resolution rate at the end of the third month.
- Resolution time:
- Resolution time decreased by 70%, from 14m 28s to 4m 20s.
- Customers now receive instant support, with most issues resolved in just minutes.
- No disruption to Zendesk-based workflows.
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Client’s Feedback
“I would recommend the software tool to anyone who interacts with customers on the internet. It’s been a game-changer for our support representatives.”
Debbie S.Product Owner at Hour Timesheet