A leading enterprise with a high-volume customer support operation sought to optimize its call center and support desk workflows. Handling thousands of support requests daily across phone, chat, and online ticketing systems, the company faced mounting inefficiencies and rising operational costs.
To drive efficiency and scale without increasing headcount, the company partnered with KN Process to modernize its support processes through AI-driven workflow automation.
Scaling customer support while keeping costs under control is a challenge for any growing enterprise. As ticket volumes increase, so do inefficiencies—leading to delayed resolutions, overwhelmed agents, and rising operational costs. Many businesses respond by adding more staff, but that’s not a sustainable solution.
One leading enterprise with a high-volume support desk faced this exact challenge. Their support team handled over 7,500 customer requests daily across phone, chat, and online ticketing, but their manual processes and outdated workflows made it difficult to keep up. Misrouted tickets, inefficient escalation processes, and an increasing backlog drove up costs and slowed response times.
To scale effectively without increasing headcount, they partnered with KN Process to optimize their support workflows with AI-driven automation — leading to a 14% reduction in headcount, 28% faster resolutions, and 18% cost savings.
Company Challenge
As the company grew, its legacy in-house support system struggled to keep pace with demand. Relying on an outdated ticketing system to manage escalations, resolutions, and service requests, required extensive manual effort from support agents, leading to inefficiencies across board.
Key issues included:
- Inconsistent ticket handling – Support interactions via phone, online tickets, and chat were processed differently, leading to misalignment in response times and resolutions.
- Agent workload imbalance – Manual classification and escalation of tickets created bottlenecks, increasing the time required to resolve requests.
- High operational costs – The inefficiencies made it difficult to scale operations without continuously increasing headcount.
The company needed a scalable, AI-driven solution that could reduce manual work, improve ticket handling consistency, and optimize overall support efficiency.
AI-Powered Solution
KN Process worked with the company’s support leadership, operations, and IT teams to redesign and automate its support workflows, leveraging AI-driven decision-making and process automation.
Key Implementations
✅ Process Mapping & Optimization
- Analyzed root causes of inefficiencies in the support workflow.
- Designed a streamlined ticketing process with automated routing.
✅ AI-Driven Ticket Classification & Routing
- AI models were trained to ingest, classify, and prioritize all support requests, ensuring consistency across phone, chat, and online channels.
- Each support request was automatically categorized and assigned to the correct department or escalation path.
✅ AI-Powered Agent Assistance
- AI-powered tools provided real-time summaries of customer interactions, helping agents understand context instantly.
- AI delivered recommended responses based on historical resolution data, allowing agents to handle requests more efficiently.
✅ Automation of Routine Requests
- Common, repetitive support queries (e.g., password resets, billing inquiries) were handled automatically, reducing the workload for human agents.
Before working with KN Process, our support desk was constantly under pressure, and adding more agents felt like the only way forward. Their AI-driven workflow automation changed everything—now, we resolve tickets faster, maintain service quality with fewer resources, and have full visibility into our operations. This wasn’t just a cost-saving exercise; it fundamentally improved how we deliver support.
— VP of Customer Operations, Enterprise Client
Measurable Results
By implementing AI-powered automation, KN Process helped the company achieve significant operational improvements:
📉 14% Reduction in Support Headcount
- Process automation eliminated manual classification, routing, and repetitive tasks, allowing the company to handle the same workload with fewer agents.
⚡ Increased Operational Speed & Resolution Success
- Automated ticket categorization and real-time AI assistance cut average resolution time by 28%, ensuring faster customer responses.
🔄 Consistent Support Across All Channels
- Standardized workflows eliminated discrepancies between phone, online tickets, and chat, providing a seamless customer experience.
💰 Lower Cost per Ticket
- The combination of AI-driven automation and optimized workflows reduced support costs by 18%, helping the company scale efficiently.
Looking Ahead
Following the success of the support desk transformation, the company is now expanding its AI-driven automation initiatives into other areas, such as customer success follow-ups, escalations, and proactive service recommendations.
Key Takeaways
✅ Automating support ticket intake & categorization reduces workload bottlenecks
✅ AI-driven agent assistance improves resolution speed and success rates
✅ Process optimization & automation drive significant cost savings
✅ Standardizing workflows ensures a seamless experience across all support channels
Final Thoughts
Through KN Process’s expertise in AI-powered workflow automation, the company achieved a 14% reduction in headcount, 28% faster resolutions, and 18% cost savings, demonstrating the power of AI-driven process optimization in support operations.
Looking to optimize your customer support operations with AI-driven automation? Contact KN Process today to see how we can help streamline your workflows and maximize efficiency.