Customer Support Automation
Saurabh Jain
Worked on a centralized ticket creation/arbitration process to provide users with exceptional customer support.
Built by leveraging Ruby’s metaprogramming capabilities, the system solves around 1 lakh tickets/day, saving ~ 6 billion Indonesian rupiahs monthly.
The user interface allows the creation of custom workflows and has fine-grain monitoring of automation metrics and alerting system.
Managed a team of four by running the sprints—breaking down the complex tasks into smaller components using Jira cards, performing code reviews, and ensuring timely delivery.
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Posted Feb 14, 2025
Empower non-technical company staff to create automated, complex SOPs for ticket resolution using a drag-and-drop interface, reducing agent costs.
