Support Automation Assistant
Created a guided assistant to reduce escalations and speed up resolutions.
Problem
Support agents faced repetitive triage tasks and inconsistent escalation notes.
Constraints
Automation had to work with existing macros and ticketing APIs.
Process
Shadowed agents, mapped decision trees, and iterated on microcopy with support leads.
Solution
Built a structured assistant that surfaces next steps, templates, and escalation triggers.
Accessibility
Provided clear status messaging and reduced cognitive load with progressive cues.
Impact
Improved first-contact resolution by 18% and reduced handle time by 15% with higher satisfaction scores.
Learnings
Agent trust increases when the system explains why recommendations appear.