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Read MoreFrom Manual Email Triage to 95% Fewer Misrouted Tickets
How a global retail service provider transformed support operations with AI-powered ticket automation.
The Challenge
A global retail services company operating across 50+ countries struggled with an overwhelming volume of email-based support requests.
Manual ticket classification, inconsistent routing, and delays in identifying critical issues made it difficult to meet SLAs. Long-form, unstructured, and multilingual messages required significant human effort, often leading to misrouted tickets, longer resolution times, and higher operational costs.
With no centralized intake system and no automation in place, service teams spent more time sorting inboxes than solving customer problems.
The Transformation
Kasetti Technologies deployed an AI-native ticket classification and routing engine that completely modernized the client’s support lifecycle.
The new platform ingests emails in real time, extracts key information using NLP, summarizes lengthy messages, detects intent, and routes tickets automatically to the correct teams. With event-based CRM integration and scalable microservices, the solution delivers fast, accurate, and fully automated ticket handling across global operations.
What once took minutes of manual effort per ticket is now processed in under five seconds—with human involvement needed only for escalations.
Results at a Glance
By replacing manual triage with a unified, automated global intake system, the organization achieved:
- Massively improved SLA adherence & customer satisfaction
- Unified ticket ingestion across geographies
- Real-time visibility and automated CRM updates
“We cut resolution time by half, and it’s all automated.” – VP, Customer Success
Bussiness Value Realised
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+ Reduction in manual triage effort
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Fewer misrouted tickets
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Tickets processed
Ready to see the full story?
Download the success story to explore how AI-powered ticket parsing, classification, summarization, and dynamic routing enabled global support teams to scale efficiently—reducing manual effort, eliminating misrouting, and delivering faster customer resolutions at enterprise scale.
