All five workflows
Use case 03 · Customer operations

Tier-1 customer support resolution

Most tickets are repeats: order status, resets, refunds. Resolve them with grounded, cited answers and hand the rest to people with full context.

B2C & B2BE-commerceSaaSUtilitiesTravel & hospitalityInternal IT desk
The evidence

Why this workflow costs more than it should.

$13.50Median cost per assisted contact, vs $1.84 for self-service (Gartner benchmark, 2024)1
20–40%Share of live volume that service leaders say self-service could resolve (Gartner)2
80%Share of common issues Gartner predicts agentic AI will resolve autonomously by 2029, cutting operating costs by 30%3

The problem

Most tickets are repeats: order status, password resets, refunds, invoices, how-to questions. Skilled agents spend their day on them while complex cases wait. Old FAQ bots deflect but do not resolve. In Gartner's 2019 research, only 9% of customers fully solved their issue through self-service2.

Market demand

MarketsandMarkets sizes AI for customer service at USD 12.06B in 2024, rising to USD 47.82B by 2030 (25.8% CAGR)4. This is the fastest-growing market of the five, and every company with a support inbox is a potential buyer.

Integration footprint

  • Helpdesk API: e.g. Zendesk, Freshdesk, Intercom, HubSpot
  • Knowledge: help centre, macros, policy documents
  • Read-only lookups first: order, account or billing status
  • Actions later: refunds and changes, within set limits
  • Handover: full context passed to a human agent
The workflow

Five steps, one human checkpoint.

The agent does the repetitive work. People decide the exceptions. Every action is logged against the baseline.

01 · CLASSIFY

Intent & urgency

Tag every new ticket by topic, language, sentiment and customer value.

02 · GROUND

Retrieve the facts

Pull the policy and the customer's live order or account data.

03 · RESOLVE

Answer or act

Reply with a cited answer, or run an allowed action within spend limits.

04 · HUMAN CHECK

Escalate early

Low confidence, anger, VIPs or policy edge cases go to an agent with a draft reply.

05 · LEARN

Close the loop

Measure CSAT and reopen rates. Turn knowledge gaps into new articles.

KPIs tracked from day oneCost per resolutionVerified resolution rate (not just deflection)CSATReopen rateFirst-response time
The product

What your team works in.

One screen for the queue, the evidence and the decision. Exceptions come with the reason and a suggested action, so reviewing one takes seconds.

Product preview · sample data
The savings model

What it could be worth.

Market research model · based on published benchmarks

Support team, 10,000 assisted contacts a month

Baseline uses Gartner's 2024 median costs. The scenario moves 25% of assisted contacts to AI resolution. That sits inside Gartner's 20–40% range, and we price each moved contact at the self-service median.

Baseline 120k contacts × $13.50$1.62M / yr
30,000 moved × ($13.50 − $1.84)$349,800 / yr
Share of baseline≈ 21.6%
≈ $350k / yr
How to read this model. It uses the published benchmark as the baseline and states every assumption. Your own figure comes from measuring your workflow during the feasibility audit.

Sources

  1. 1
    Gartner, Benchmarks to Assess Your Customer Service Costs (Feb 2024): median cost per contact USD 13.50 assisted, USD 1.84 self-service. gartner.com/en/documents/5164231
  2. 2
    Gartner press release, “Gartner Says Only 9% of Customers Report Solving Their Issues Completely via Self-Service” (25 Sep 2019). gartner.com/en/newsroom/press-releases/2019-09-25-gartner-says-only-9--of-customers-report-solving-thei
  3. 3
    Gartner press release, “Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service Issues Without Human Intervention by 2029” (5 Mar 2025). gartner.com/en/newsroom/press-releases/2025-03-05-gartner-predicts-agentic-ai-will-autonomously-resolve-80-percent-of-common-customer-service-issues-without-human-intervention-by-20290
  4. 4
    MarketsandMarkets, AI for Customer Service Market: USD 12.06B (2024) to USD 47.82B (2030), 25.8% CAGR. marketsandmarkets.com/PressReleases/ai-for-customer-service.asp
Let’s talk

Which of these could run in your company?

A feasibility audit finds your best-fit solution, or book a call and walk through the cases that match your operation. No sales reps, ever.