Workshop
Customer Support Automation
Map your support flows, build AI powered triage and assist, and set KPIs that prove CX lift. Cut response times and scale without losing quality.
What it is
A half day build for support and operations teams. We identify automation opportunities, design triage and deflection, and create assist tools for agents. We also define guardrails so automation helps rather than harms.
Target audience
Customer Service Leaders
Operations Managers
IT and Automation Leads
SME Owners scaling support
Problems it solves
- Repetitive tickets overwhelming the team.
- Slow first response and inconsistent resolutions.
- Support costs rising faster than revenue.
- No visibility into issue themes and root causes.
Learning outcomes
- Map support workflows and find high value automation points.
- Design triage for routing and prioritisation.
- Build assist and deflection flows with clear handoffs to humans.
- Define KPIs that track CX impact and risk signals.
Output: Automation spec with prioritised opportunities, a sample triage and assist flow, guardrail notes, and a KPI dashboard outline.