Customer Support Automation

Customer support teams face the challenge of responding quickly to high volumes of incoming requests while maintaining quality and consistency. Chase Agents helps support teams automate the high-volume, low-judgment work so agents can focus on complex issues that require human empathy and expertise.

Ticket Triage and Routing

When a new support ticket arrives via webhook, an automation can use a run_sandboxed_code step with ai.generateText to classify the ticket by category (billing, technical issue, account access, feature request), assess its urgency, and set the priority level. A switch step then routes the ticket to the appropriate team queue based on the category. Billing issues go to the billing queue; technical issues go to the engineering-support queue.

Automated First Responses

For common issue categories where a templated response is appropriate, an automation can generate and send an initial acknowledgment email within seconds of the ticket being created. Use ai.generateText in a run_sandboxed_code step to personalize the response with the customer's name and a specific reference to their issue. This sets expectations on response time and often resolves simple issues before a human rep needs to engage.

Escalation Automation

Build an automation that runs hourly to scan open tickets and identify any that have been waiting for a response for more than your SLA threshold. For breached SLA tickets, the automation raises the priority, notifies the assigned agent via Slack, and if the ticket is from a high-value customer also alerts their account manager. This prevents tickets from falling through the cracks during busy periods.

Customer Health Monitoring

Connect your customer database and your product analytics platform. Schedule a weekly automation that calculates a health score for each account based on login frequency, feature adoption, and support ticket volume. Use a run_sandboxed_code step to compute the scores and flag accounts whose health dropped significantly this week. Post the at-risk accounts to a customer success Slack channel for proactive outreach.

Post-Resolution Satisfaction Surveys

When a support ticket is marked resolved, trigger an automation that waits 24 hours using a wait step and then sends a satisfaction survey via email. After 48 hours, fetch the survey response if one was submitted. If the rating is below 4 out of 5, automatically create a follow-up task for the account manager and notify the support team lead. This closes the feedback loop without requiring manual follow-up tracking.

Knowledge Base Gap Detection

Use a Chase Agents AI Agent with your ticketing system connection and your knowledge base connection. Ask the agent to identify the most common questions from the last 30 days that do not have a corresponding knowledge base article. The agent analyzes ticket subjects, groups similar questions, and returns a prioritized list of documentation gaps. Use this to guide your support content creation schedule.

Churn Risk Alerts

Build an automation that monitors for churn signals: multiple billing failures, a sudden drop in product usage, or a sequence of negative support interactions. When a customer triggers multiple risk signals within a short window, the automation creates an urgent task for the account manager, attaches a summary of the risk signals, and sends a notification to the customer success manager's Slack. Early warnings give your team time to intervene before a cancellation occurs.