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In today’s fast-paced world, customers expect an immediate response. For customer support teams, that often means an endless battle with a growing volume of inquiries. However, the goal of modern customer support automation is not to build a barrier between a company and its clients. On the contrary—it’s about resolving routine questions instantly so your specialists can focus on more complex cases that require human empathy and creativity.
How can you use AI effectively to reduce the number of tickets without hurting the customer experience? Here are 3 proven strategies from practice.
Traditional contact forms are a “black hole” for customers and a source of chaos in the helpdesk for companies. By replacing a form with an AI chatbot from coworkers.ai, you turn passive waiting into an interactive service experience. Our AI, built on LLMs (large language models), doesn’t rely on dumb buttons—it holds a natural conversation with the customer. It understands informal Czech and typos, and can handle up to 80% of common inquiries independently without creating a ticket.
If the situation is still complex, the chatbot performs an intelligent pre-triage. It gathers the necessary details from the customer (e.g., an invoice number), categorizes the request, and delivers it to the helpdesk already fully prepared. Your team no longer has to waste time asking follow-up questions for basic information or requesting invoices. These routine tasks are fully taken over by a digital colleague.
For most support teams, the email inbox is the biggest source of routine workload. But our email bot doesn’t read emails as plain text—it identifies the sender’s intent through deep understanding. It can connect to your internal systems (CRM, ERP) and reply to the customer autonomously. If a client asks about an order status or a change in billing details, the email bot sends a personalized response and marks the ticket in the helpdesk as resolved.
This automation eliminates waiting times that typically last hours or even days with email. The customer receives an answer within minutes, significantly boosting satisfaction. For the company, it means a drastic reduction in the email queue and freeing up senior staff—so instead of copying invoice numbers, they can focus on building relationships with key clients.
A common source of tickets is recurring product confusion. You can analyze conversations with coworkers.ai assistants and pinpoint exactly where users get stuck. Instead of answering the same questions repeatedly, you can use these insights to create targeted micro-guides or tips that walk users through critical steps directly inside the app or on your website.
Education is a powerful form of prevention. When a customer understands a process thanks to an automated tip at the right moment, there’s no reason to contact support. As a result, the overall ticket volume among newly registered users naturally decreases. You build a more intuitive product while also reducing customer service costs at the most important phase—right after purchase.
