“The AI chatbot lets our team focus on the complex cases while customers still get quick answers 24/7. And if a sudden issue brings a flood of questions, we simply update the bot, and it takes over — no overload, no delays."— Dragan Milić, Senior Technical Specialist at Cocoatech
Cocoatech, an independent software company founded in 2001 in San Francisco, creates productivity tools for macOS users. Its flagship product, Path Finder, has supported more than 100,000 people for over two decades and remains a trusted alternative to the native Finder today.
A new major partnership brought an influx of tickets for Cocoatech. With a 2-person customer support team, it was challenging to keep resolution times low and the team’s morale high. To maintain their support efficiency, Cocoatech needed a scalable solution that would automatically handle tickets and optimize workflows. And so, the company partnered with SupportYourApp and CoSupport AI to implement an AI agent. This case study takes a detailed look at a successful real-life customer support automation example.
With the help of an AI agent, Cocoatech aimed to automate at least 50% of chat requests — improving efficiency, lightening the workload for the team, and reducing the risk of burnout. Additionally, the client wanted their support to stay personalized and human-like.
The Solution
In collaboration with CoSupport, SupportYourApp trained and implemented the AI chatbot for customer service, designing a system that handles a significant share of customer interactions, integrating smoothly with existing tools and providing fast, reliable assistance.
AI Training
The training relied on Cocoatech’s existing knowledge base — Help Center materials built with Zendesk Guide and a detailed internal FAQ document. This allowed the AI customer support agent to learn everything about the company’s products and adopt the correct steps for handling most common requests.
The Implementation Process
Cocoatech’s support agents were using Zendesk CRM’s Ticketing system, Chat, and Guide in their work. And so, together with CoSupport we integrated the AI agent with Zendesk to ensure it could seamlessly communicate with customers, resolve tickets, and act just like human agents would, only faster.
Zendesk Chat
The AI agent addresses repetitive customer requests directly in the chat widget and transfers complex ones to human agents.
Zendesk Ticketing System
The AI chatbot for customer support manages tickets end to end. From creating and updating to tagging, summarizing, and routing — it ensures a smoother and faster support process.
Zendesk Guide
The AI agent automatically connects to Cocoatech’s Zendesk Guide articles, so there’s no need for a separate knowledge base for AI. Both customers and the AI access the same up–to-date resources, so that the information is consistent and support — more efficient.
The Results
We integrated the AI agent in the beginning of November 2024 and already in December we saw the first impact on the support workflow and the client’s KPIs. Here’s what changed for Cocoatech with our integration.
Growth in Resolution Rates
Within a month, the AI went from handling 0 chats to 474 — accounting for 76% of all conversations. By January, that number grew to 490 chats, or 81% of the total volume. From zero AI-handled interactions in November to the majority of chats managed just a couple of months later, the results clearly demonstrated fast adoption and measurable efficiency gains.
Faster Resolution Times
The impact of AI on resolution times was dramatic. In November, the average resolution time was 8 hours 54 minutes. By December, it had been reduced to just 8 minutes 33 seconds, and in January, it dropped to only 5 minutes 12 seconds — turning what used to take hours into a matter of minutes.
Together, the improvements in resolution rate and resolution time demonstrate how the CoSupport AI agent has transformed Cocoatech’s support into a faster, more streamlined, and efficient operation. Customers now receive accurate answers in minutes with minimal effort, which leads to higher CSAT. At the same time, Cocoatech avoided the need for additional hires, resulting in substantial cost savings.
