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Automation • 4 min read • November 10, 2025
How to Automate 80% of Your Support Tickets
Learn the strategies top-performing support teams use to automate routine inquiries and save hours each day.
Mike Chen
Author
If your support team is drowning in “Where is my order?” tickets, it’s time to automate.
1. Identify the “Low-Hanging Fruit”
Analyze your last 1,000 tickets. You’ll likely find that 20% of the issues account for 80% of the volume. These usually include:
- Order status inquiries
- Password resets
- Return policy questions
- Shipping information
2. Build Robust Self-Service
Before you implement a bot, ensure your Knowledge Base is up to date. Your AI needs a source of truth.
- Write clear, step-by-step articles.
- Use screenshots and videos.
- Keep answers concise.
3. Implement Smart Routing
Use Guiaria’s routing rules to direct tickets based on keywords or customer data.
- VIP Customers: Route directly to a senior agent.
- Technical Issues: Route to the engineering support tier.
- General Inquiries: Route to the AI agent first.
4. The “Human in the Loop”
Always provide an escape hatch. If the AI can’t resolve the issue within 2 turns, or if the customer sentiment turns negative, seamlessly hand off to a human agent with full context.
Results
Teams that follow this framework typically see:
- 50% reduction in response time.
- 30% increase in CSAT scores.
- 80% deflection of routine tickets.