{"id":96,"date":"2026-08-16T03:02:03","date_gmt":"2026-08-16T03:02:03","guid":{"rendered":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/case-study-detail\/"},"modified":"2026-08-19T00:21:24","modified_gmt":"2026-08-19T00:21:24","slug":"case-study-detail","status":"publish","type":"page","link":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/case-study-detail\/","title":{"rendered":"Case Study Detail"},"content":{"rendered":"\t\t
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001<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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\/ Case studies \/ Support triage<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Helpdesk \u00b7 40 seats \u00b7 Live since 2024<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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A 40-seat helpdesk that stopped opening most of its tickets<\/span><\/h1><\/div><\/div>\t\t\t\t<\/div>\n\t\t
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They were answering 2,100 tickets a week with a team of forty, and hiring to keep up. We measured the work for ten days, then built one agent to handle the eighty percent that repeated.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t

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1,900 hours returned in the first year<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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002<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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\/ The problem<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Measured over 10 days<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The queue was healthy on paper. Response times were inside target, satisfaction sat at 4.6, and nobody was complaining. What the audit found was the shape underneath: sixty-one percent of tickets were one of nine questions, and the answer already existed in their help centre.<\/p>

Each of those took an agent four minutes on average, most of it spent finding the right article and rewriting it in their own voice. Four minutes, thirteen hundred times a week.<\/p>

The second finding mattered more. The team was slowest on the tickets that actually needed thought, because those queued behind the repetitive ones.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Sixty-one percent of tickets were nine questions<\/span>.<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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003<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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\/ What we built<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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1 agent \u00b7 4 connectors \u00b7 6 weeks<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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01<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Classifier<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Reads the ticket, matches it against the nine known shapes, and scores its own confidence before doing anything else.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Zendesk \u00b7 Confluence<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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02<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Drafter<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Writes the reply from their help centre in their tone of voice, citing the article it used so the agent can check it in one glance.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Cited sources<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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03<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Human gate<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Anything below the confidence threshold, or touching billing, goes to a person in Slack with the draft attached and one click to send.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Slack \u00b7 One click<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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04<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Eval suite<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Ninety historical tickets with known-correct answers, run on every change. It has caught two regressions since launch.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Run on every change<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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004 \/ Twelve months on<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Against the audit baseline<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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84%<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Resolved without a person<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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1,900h<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Returned in year one<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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41s<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Median time to reply<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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4.8<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Satisfaction, up from 4.6<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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005<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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\/ What the client said<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Head of support<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u201cWe did not lose a single person. We stopped hiring three roles we had already budgeted for, and the team spends its day on the interesting tickets.\u201d<\/div>\t\t\t\t<\/div>\n\t\t
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Priya N \u00b7 Head of support \u00b7 SaaS<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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006<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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\/ Next<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Two ways on<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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More work<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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All case studies<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Four engagements written up with the baseline we measured first and the result twelve months on.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Read the work \u2192<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\n\t\t\t\t
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Or start<\/div>\t\t\t\t<\/div>\n\t\t\t\t
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Book an automation audit<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Two weeks inside your operations to find which of these apply to you, and what each would return.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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$6,500, credited back \u2192<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

001 \/ Case studies \/ Support triage Helpdesk \u00b7 40 seats \u00b7 Live since 2024 A 40-seat helpdesk that stopped opening most of its tickets They were answering 2,100 tickets a week with a team of forty, and hiring to keep up. We measured the work for ten days, then built one agent to handle […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-96","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/wp-json\/wp\/v2\/pages\/96","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/wp-json\/wp\/v2\/comments?post=96"}],"version-history":[{"count":4,"href":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/wp-json\/wp\/v2\/pages\/96\/revisions"}],"predecessor-version":[{"id":193,"href":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/wp-json\/wp\/v2\/pages\/96\/revisions\/193"}],"wp:attachment":[{"href":"https:\/\/www.wp-templatekit.codeinsolution.com\/agentiq\/wp-json\/wp\/v2\/media?parent=96"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}