Client: SeniorSafetyApp.com
Problem:
Senior Safety App, a fast-growing mobile monitoring platform for elderly care, experienced a surge in customer support tickets as its user base expanded globally. Many requests were repetitive, such as subscription renewals / cancellations, troubleshooting queries, and promo-code requests, resulting in slower response times and rising operational costs.
Solution:
BBI AI Labs developed an AI-powered Zendesk automation layer that intelligently classified and resolved incoming tickets in real time. The system automatically generated personalised responses, executed predefined tasks, and directed complex issues to relevant human agents.
Implementation:
- Built using OpenAI’s GPT-4, trained on historical Zendesk data and support documentation.
- Automated categorisation and prioritisation of tickets by urgency and type.
- Integrated with the subscription system for automated cancellations and billing checks.
- Contextual video recommendations from the knowledge base to promote self-help.
- Added learning feedback loop — agent edits fed back into AI training for ongoing improvement.
Results:
- 70% of tickets are handled instantly by AI without human involvement.
- 40% reduction in response time.
- 55% improvement in customer self-resolution through intelligent suggestions.
- Noticeable uplift in user satisfaction and retention.
