Customer Support: resolve 60% of tickets without a human
Mitori observed a 20-person support team where 65% of time was spent on L1 ticket triage, repetitive research, and drafting templated responses. AI agents now handle the majority of L1 resolution autonomously.
Current workflow vs AI-augmented
Side-by-side comparison of the customer support process before and after Mitori's audit recommendations.
Ticket received (email/chat/phone)
Manual categorisation & priority
Queue assignment
Agent research (knowledge base)
Response drafted
QA review & send
Current Process
Ticket received (email/chat/phone)
Manual categorisation & priority
Queue assignment
Agent research (knowledge base)
Response drafted
QA review & send
AI-Augmented Process
Auto-categorised & prioritised
Smart routing (L1/L2/L3)
AI draft response
Human review (L2+ only)
Auto-resolution for L1
Feedback loop & learning
What your customer support team looks like after
Humans handle judgement and relationships. AI agents handle volume and repetition.
Before — 20 FTEs
All manualAfter — 8 FTEs + 7 AI Agents
60% fewer rolesProjected impact summary
Team
20 → 8+7
FTEs + agents
AI Confidence
89%
on top process
Annual cost
$1,400K
→ $630K
Savings
$770K
/year (55%)
Published research shows 30–40% cost reduction in customer service (ISG, Forrester). Adjusted ×1.5 for GenAI acceleration.
See how this applies to your organisation
Every organisation is different. Book a scoping call and we'll walk through how Mitori maps value across your specific departments.