WhatsApp bot that automated 85% of L1 tickets
A custom WhatsApp Business chatbot for a 200-person SaaS support team. We replaced a ticket queue with a conversation.
- 85%of L1 tickets resolved without a human
- ~3saverage first response time
- 40%reduction in support cost
The problem
TechSupport Inc.'s L1 queue averaged 4–6 hour first-response times during business hours and 18+ hours overnight. Most tickets were repetitive: password resets, billing questions, integration setup. Their CSAT was bleeding.
What we built
A WhatsApp Business API chatbot wired to their existing CRM and billing system. Intent classification used a fine-tuned model trained on six months of historical tickets. When the bot couldn't resolve in two turns, it handed off to a human with the full context attached.
Outcomes
Within six weeks of launch, 85% of L1 ticket volume was resolved without human intervention. Median first-response dropped from hours to seconds. CSAT moved from 3.4 to 4.7 over the next quarter.