Automation / Customer support · PRIOR PROFESSIONAL WORK

Giving support a better starting point

An automated intake workflow that asked the missing questions before a support rep picked up the ticket.

MY ROLE

I designed the process and built the workflow.

The problem

Client support requests often arrived by email without enough detail to resolve the issue. The team had to go back and forth before a person could begin working on the problem.

What I did

Used Dialogflow to identify the likely issue category from phrases in incoming emails.
Built branching logic in Microsoft Power Automate to determine what information each issue needed.
Automated follow up questions and delivered the complete conversation history to the support team.

How the team used it

Give the support team enough context to provide a tailored response.
Reduce unnecessary human interactions during intake.

WHAT CHANGED

About 50% less time to resolve an issue

Average issue resolution time compared before and after the intake automation using support reporting.

Reduced unnecessary back and forth before a support rep began resolving the issue.

Relevant services

CONNECTED EXPERIENCE

More work to explore.

Reporting & data / Customer support

Making the real cost of support visible

Connected Zendesk activity with CRM accounts to show which customers needed more support, training, or attention.

Built directly

Google Apps Script · Zendesk API · Internal CRM

AI & voice / Customer support

Call routing with the customer context attached

An inbound IVR and AI voice workflow using CRM lookups to improve lead information and human handoffs.

Configured the workflow

Internal CRM · IVR workflows

Customer support / Reporting & data

Turning support tickets into useful product feedback

A consistent classification and review process for recurring bugs, training needs, and feature requests.

Designed the process

Zendesk

Illustrative reconstruction based on the workflow I built or managed. No client data shown.

LET'S MAKE THE WORK EASIER.

A clearer process.
A system that works.

Have a workflow that needs a better way? Start with the work that looks closest to yours.

Explore my project examples

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