Overview
A high-growth SaaS platform with 100+ employees was struggling to keep pace with customer support tickets. With headcount frozen and quality slipping, the company turned to Hyper to design a scalable AI-assisted support flow.
The Challenge
The support team faced a triple threat:
- Growing backlog of support tickets—especially during product launches
- Inconsistent tagging, routing, and response quality
- Limited time from engineering to triage edge cases or bugs
Hiring wasn’t an option. The goal: do more with what they had.
The Solution
Hyper ran a focused AI Strategy Sprint with the customer success leadership team, outlining:
- Where support requests clustered (based on tags, sentiment, and LTV)
- Which actions could be handled by LLMs (routing, summarisation, drafting replies)
- How to embed GPT inside Zendesk macros, Slack, and internal docs
The goal wasn’t to fully automate—it was to augment agents and remove friction.
Implementation
Within two weeks, the team:
- Launched a GPT-powered classifier to triage tickets by urgency
- Trained internal support leads on prompting and escalation protocols
- Embedded AI summarisation tools into daily workflows
- Deployed auto-drafting for low-sensitivity customer responses
Outcomes
After 60 days, the impact was measurable:
- 36% drop in average response time—without hiring a single agent
- Backlog cleared during peak volume weeks
- 3x faster triage through automated classification
- Agent satisfaction rose due to fewer repetitive tasks
"We stopped drowning in tickets. Hyper’s sprint didn’t just give us tools—it gave us a roadmap. And the team actually uses it."
– VP of Customer Success, anonymised
Results by the Numbers
36%
Drop in response time
3x
Faster triage
0
New hires required
Key Learnings
- Start with augmentation, not automation—build trust early
- Use internal champions to drive adoption of AI tools
- Document escalation boundaries so agents know when to hand off
Final Word
Hyper helped a time-constrained team eliminate manual triage, avoid burnout, and scale the one thing customers care about most: fast, helpful support.