From 8 Hours to 5 Minutes: How Cocoatech Cut Resolution Time With CoSupport AI

Challenges

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  Ticket influx, two-person team

  A major new partnership sent ticket volume up fast. Cocoatech's support team had only two people. Every extra ticket pushed resolution times longer and raised the risk of burnout, and hiring more agents would add cost.

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  Chats handled by hand

  Cocoatech wanted at least 50% of chat requests automated. Without that, the team would keep answering the same repetitive questions manually while complex cases waited in the queue.

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  Keeping support personal

  Speed couldn't come at the cost of tone. Cocoatech wanted automated answers to stay personalized and human-like, so customers still felt they were talking to a support team that knew the product.

Solution

SupportYourApp and CoSupport AI trained an AI chatbot on Cocoatech's own knowledge base and connected it to the Zendesk tools the team already used.

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  Training on existing knowledge

  The AI agent learned from Cocoatech's Help Center articles in Zendesk Guide and a detailed internal FAQ document. That gave it full product knowledge and the correct steps for handling the most common requests.

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  Chat automation with human hand-off

  Inside the Zendesk Chat widget, the AI agent answers repetitive requests directly. Complex ones go to Cocoatech's human agents. The team spends its time on cases that actually need a person.

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  End-to-end ticket handling

  In the Zendesk Ticketing system, the AI agent creates, updates, tags, summarizes, and routes tickets. It works through each ticket the way a human agent would, only faster.

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  One shared knowledge base

  The AI agent connects straight to Cocoatech's Zendesk Guide articles, so there's no separate knowledge base for the AI. Customers and the AI read the same up-to-date resources. Answers stay consistent. When a sudden issue comes up, the team updates the bot and it takes over.