Points
de friction
-
Piling tickets
Support receives 80 tickets per day, the team handles 50. Tickets pile up, customers grow impatient, CSAT drops. Recruiting is expensive and training takes 3 months.
-
Repetitive first level
The majority of tickets are questions the documentation already answers. The human team wastes energy on repetitive work instead of real issues.
-
Poorly calibrated escalation
Critical tickets — retention, churn or blocking bugs — are drowned in noise. By the time the team handles them, the customer has already opened a cancellation ticket.
Ce qu'on
automatise
Preuve macro
Halcyon received 240 requests/day with an 8-person support team. Delays were exploding. Waimia deployed a triage agent + AI first level for FAQs + intelligent routing to experts. In 6 weeks, triage time went from 18 to 11 minutes, and 60% of tickets are resolved without human intervention. CSAT up 14 points.
Voir le cas complet →time
resolution
CSAT
Outils
déployés
| Catégorie | Outil | Rôle |
|---|---|---|
| Modèle volume | Claude Haiku 4.5 | Triage, classification, prioritisation and repetitive request handling. |
| Modèle raisonnement | Claude Sonnet 4.6 | First level, contextual responses, escalation and customer summaries. |
| Modèle créatif | Claude Opus 4.7 | FAQ card generation, knowledge base updates and continuous improvement. |
| Helpdesk connecté | Zendesk · Intercom · Freshdesk · Front | Connectors to SME/mid-market helpdesks. |
| Knowledge base | Notion · Confluence · GitBook | Source of truth connected to AI. |
| Workflow durable | LangGraph | Long routing, multi-step escalation, failure recovery. |
Tickets triés.
Équipe déchargée.
45 minutes. On audite votre support actuel, on chiffre les 3 workflows à fort ROI. Si on n'a rien à proposer, on le dit.