Workflow Automations · for Customer support leaders
Workflow Automations for Customer Support
In short
Aqib Ops automates customer support in 1–3 weeks per workflow. We wire your help desk (Zendesk, Intercom, Front), your CRM, your billing system, and AI models so tickets get classified and routed in seconds, replies are drafted from your past resolutions, and the routine 60% of tickets resolve without an agent ever opening them manually.
The problem
Most support automation projects either over-promise (a chatbot that 'handles 80% of tickets' but actually deflects 12%) or under-deliver (auto-tagging that nobody trusts). The pragmatic middle — AI drafts, human reviews, automation handles the repeatable stuff — is rarely shipped well.
Our approach
We start by clustering the last 3 months of tickets to find the top 10 intents, then automate the resolvable ones with explicit confidence thresholds. Below threshold, the agent gets an AI-drafted reply they accept, edit, or reject. Every action feeds back into the model.
Stack we'd reach for
Zendesk / Intercom / Front API
Where the tickets actually live; we don't ask agents to switch tools.
OpenAI / Anthropic
Classification, draft generation, sentiment — with structured outputs.
n8n + Inngest
Visual flows for routing logic; durable workers for refund and account actions.
Stripe / Chargebee API
Refunds, plan changes, account actions — automated where safe.
Slack approval bot
Human-in-the-loop checkpoints for refunds above $X or anything irreversible.
What you'd get
- Ticket intent classifier with eval against last 3 months
- AI draft replies with one-click accept / edit / reject
- Refund automation with Slack approval above threshold
- Account action automation: plan change, cancel, reactivate
- Escalation routing by skill, region, language
- Slack observability + weekly accuracy digest
Frequently asked
Will the AI replies sound robotic?
Drafts are trained on your past resolved tickets — your voice, your phrases, your edge cases. Agents accept, edit, or reject in one click, so the bar for 'shippable draft' is high but achievable. CSAT typically holds or improves.
What about refunds and account changes — will the AI just do them?
No. Refunds above a configurable threshold (we usually start at $50) and irreversible actions (cancel, downgrade) always require human approval via a Slack bot. The AI prepares the action; the human ships it.
How accurate is the intent classifier?
On a clean training set of past tickets, modern LLM classifiers hit 90–96% accuracy on the top 10 intents. We eval against a held-out set before going live and ship a confidence threshold below which tickets always route to a human.
Will it work with Zendesk, Intercom, or Front?
Yes — all three are first-class. Help Scout, Kustomer, and Gorgias are also supported. We use webhooks + APIs, not browser extensions, so the automation works whether agents are online or not.
How much does support automation cost?
Per workflow: $8k–$25k for the build, plus ongoing model usage (typically $0.01–$0.10 per processed ticket). Most engagements pay back within 2–4 months on agent-time savings alone.
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