Cutting support triage from 20 minutes to 2
Example case. This is an illustrative example created to demonstrate how YourHero Case Studies work.
- Published
- by Daniel Kim
- Industry
- Fintech
- Role
- Product Manager
- Company
- LedgerLane
- Views
- 1view
Intro
Our support team manually reviewed every incoming request before assigning it to the right operational team.
Problem
Each request required someone to read the message, understand the issue, determine urgency, find the customer account, and choose the appropriate queue. During busy periods, customers were waiting longer simply because tickets were sitting in triage.
Solution
We introduced an AI-assisted workflow that classifies the request, extracts relevant account context, suggests urgency, and routes high-confidence cases automatically. Low-confidence or unusual requests still go to a human for review.
Lesson
The biggest value did not come from replacing support agents. It came from removing repetitive coordination around them so they could spend more time solving customer problems.