A 40-person support team was closing tickets in just under four hours on average before they adopted Aigent. Every ticket was manually triaged, tagged, and routed by a human before anyone started working on it, which meant urgent issues sometimes sat in the same queue as routine password resets.

The workflow they built

Their first automation triaged every incoming ticket automatically: enrich it with account and plan data, score urgency with a model, then route it to the right queue and, for anything above a severity threshold, page the on-call engineer directly instead of waiting for a human to notice it in the queue.

The rollout took about two weeks, most of which was spent tuning the urgency-scoring thresholds against real historical tickets rather than building the workflow itself. Once the thresholds were dialed in, the team turned it on for all incoming tickets in a single afternoon.

The result

Average first response time dropped from just under four hours to about 70 seconds, a reduction of roughly 70 percent in resolution time end to end. The team did not grow headcount to get there. They removed the manual triage step that was sitting in front of every single ticket.