Multi-Channel Support Team · Customer Support · 2026
SMB Support Assistant Reduced Response Time by 42%
A customer-support automation rollout combining AI triage and CRM routing to absorb repetitive tickets and standardize inconsistent tagging.
−42% response time
The Challenge
The support team handled repetitive tickets manually, creating slow response times and inconsistent tagging that made reporting and routing unreliable.
What MPS Built
An AI triage layer that classifies and tags every inbound ticket, drafts replies for the common cases, and routes the rest to the right queue through the existing CRM, keeping a human in the loop where it matters.
The Result
Average response time fell 42%, tagging became consistent enough to trust in reporting, and the team reclaimed the hours previously spent on repetitive first-touch replies.
- n8n
- OpenAI
- CRM Integration
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