30% Faster Resolutions, 4 Hours Saved Daily: Inside a Support Team’s AI Makeover

Problem Statement

The client, a growing auto insurance enterprise, was overwhelmed with the sheer volume of support tickets received daily through various sources. Each ticket was funneled into Salesforce, their ticket management system, but the challenges were significant:

1. Time-Consuming Ticket Analysis:Support agents spent excessive time deciphering vague ticket submissions, identifying the root cause, and locating historical resolutions. This manual effort involved combing through past tickets, pinpointing the correct database, and crafting appropriate database queries.
2. Repetitive Ticket Overload:Many tickets involved repetitive issues, such as user management tasks, consuming valuable time. Support agents had to follow up with customers repeatedly, manage delays due to incomplete responses, and handle a complex web of authentication providers and databases.

These challenges overburdened support staff, slowed ticket resolution times, and impacted on the quality of customer service. The client sought a streamlined, automated solution that integrated seamlessly with Salesforce, eliminating the need for additional training on new tools.

The Scalong Solution

Scalong's team collaborated closely with the client to design a tailored AI-driven solution that addressed their pain points while integrating smoothly into their existing Salesforce ecosystem.

Intelligent Ticket Analysis and Streamlined Insights

1. The first step involved equipping the AI with the ability to analyze support tickets quickly and accurately: Data Preparation and Storage:
2. Historical ticket data was cleaned, standardized, and stored in a database optimized for fast and accurate retrieval.
3. An automated pipeline ensured the system stayed updated with the latest ticket resolutions.
4. Attachment Analysis & Optimization:
5. A pipeline was created to analyze ticket attachments (e.g., screenshots, PDFs) and structure the data for AI processing.
6. Seamless Salesforce Integration:
7. AI was integrated directly into Salesforce, allowing agents to receive suggested resolutions within seconds.
8. A built-in chat window enabled agents to ask follow-up questions, clarify doubts, and refine AI outputs.
9. For tasks requiring database changes, pre-filled Jira tickets were auto generated to streamline workflows.

Security Measures

• AI queries were validated to ensure compliance and data security.
• A feedback loop allowed agents to improve AI responses through stakeholder reviews.
• Comprehensive logging ensured accountability and transparency.

Automated Resolution for High-Volume Tasks

To address repetitive, high-volume tasks, an automated system was developed to handle routine scenarios, such as user management. Key features included:

1. Scenario Classification:
2. AI identified tickets matching pre-defined repetitive cases, activating automated workflows when applicable.
3. Automated Customer Interaction:
4. The system extracted relevant information from customer emails and attachments, validated data, and requested additional details if needed.
5. Database and Authentication Handling:
6. The AI system automatically identified the correct database and performed necessary updates, such as password resets or record modifications, through secure protocols.
7. Real-Time Tracking and Overrides:
8. Salesforce tickets were updated in real-time with AI activity statuses.
9. Agents retained full control, with the ability to override AI actions when necessary

Security Measures

Robust safeguards ensured data security and compliance:

• Status Updates: Salesforce tickets displayed real-time progress for full transparency.
• Daily Reporting: Stakeholders received reports summarizing AI activity and performance.
• Fail-Safe Controls: Overrides by agents were logged to maintain accountability.
• Email Authentication: Secure protocols ensured only authorized users could request critical actions, such as password resets.

Value Provided

Implementing Scalong's AI-driven solutions delivered transformative results:

1. Faster Ticket Resolution: Support agents resolved tickets 30% faster, thanks to AI-suggested resolutions and context-rich insights.
2. Reduced Repetitive Workload: Automated pipelines saved the team over 4 hours daily by handling repetitive tasks, such as password resets, other repetitive support tickets, and database updates.
3. Enhanced Customer Experience: Tickets were resolved with greater speed and accuracy, improving customer satisfaction and reducing follow-up delays.
4. Improved Operational Efficiency: The system processed large volumes of tickets simultaneously without requiring additional staff or resources.
5. Seamless Integration: The solution’s integration into Salesforce ensured minimal disruption to the support team’s workflow.
6. Robust Security and Compliance: Guardrails, real-time logging, and feedback mechanisms ensured data security and high-quality outputs.
7. Scalability for Future Scenarios: The AI system was designed to adapt to new scenarios, enabling the client to expand automation across other repetitive ticket categories.

Conclusion

By implementing Scalong’s AI-powered ticket analysis and automation solutions, the client revolutionized their support operations, transforming a previously cumbersome process into a streamlined, high-performing system. The seamless integration with Salesforce ensured minimal disruption, while AI-driven insights and automation drastically improved ticket resolution times, reduced repetitive workloads, and elevated the quality of customer support.

These innovations didn’t just solve the client’s immediate challenges—they provided a scalable foundation for handling future scenarios, empowering the organization to deliver faster, more reliable customer service at a fraction of the cost.

Ready to transform your support operations?

Let’s help you automate repetitive tasks, streamline workflows, and enhance customer satisfaction—all without disrupting your existing systems. Contact us today to discuss how we can tailor a solution for your business needs and unlock new levels of efficiency and growth.