AI Implementation in Support Operations
Elizabeth White
Project Title
End-to-End Customer Support Transformation & AI Implementation
Project Summary
I partnered with a leading SaaS/technology organization to overhaul their global customer support operation. By combining data analysis, process optimization, and advanced AI-based tools, we reduced backlog by 300+ tickets within two weeks, improved CSAT from 30% to 82%, and drove a 40% increase in employee engagement.
Key Objectives
Streamline Customer Support Workflows
Eliminate a yearlong ticket backlog and ensure consistent SLA adherence.
Develop training programs that improved team collaboration and consistency, contributing to a measurable boost in agent performance and satisfaction.
Implement AI & Automation
Spearhead a Generative AI chatbot/Answer Bot project for triaging and resolving high-volume inquiries.
Establish a metrics-driven approach to continuously evaluate AI tool performance and refine bot workflows.
Optimize Team Structure & Processes
Manage and mentor 14 support engineers across multiple geographies, ensuring cross-functional alignment with product/engineering.
Introduce new performance metrics (e.g., FRT, ETR) and standardized documentation to promote transparency and accountability.
Drive Business Impact & Cost Savings
Identify operational inefficiencies—consolidate responsibilities, remove silos—to achieve savings of $80,000/year and a 12% increase in efficiency.
Develop a forecasting model to reduce escalations and lower transfer rates by 82%, ultimately improving overall close rates by 41%.
Approach
Discovery & Analysis
Conducted a thorough audit of existing support tickets, workflows, and training materials.
Collaborated with cross-functional teams (Engineering, Product, and CX) to align on business objectives and scope requirements.
Solution Design & Pilot
Created a phased plan for AI chatbot implementation—covering design, testing, roll-out, and training.
Built a KPI framework to measure FCR (First Contact Resolution), CSAT (Customer Satisfaction), and retention impact.
Team Training & Documentation
Delivered role-specific, inclusive training programs to ensure consistent onboarding and upskilling.
Implemented a SharePoint directory with inclusive language guidelines, streamlining team knowledge-sharing.
Continuous Improvement
Monitored and iterated on support processes using data analytics (Tableau dashboards), optimizing performance in real-time.
Defined and tracked advanced KPIs, achieving measurable improvements in both customer and employee experience.
Results & Impact
Ticket Backlog Resolution: Cleared a 300+ ticket queue in under two weeks.
Customer Satisfaction: Elevated CSAT from 30% to 82%; retention and NPS also saw significant gains.
Cost Savings & Efficiency: Saved $80,000 annually and boosted efficiency by 12%.
Team Engagement: Elevated employee sentiment scores by 40%, contributing to lower attrition and higher productivity.
AI & Automation Success: Answer Bot lowered transfer rates by 82% while increasing close rates by 41%.
Tools & Technologies
Project Management: JIRA, Asana, Monday, Confluence
CRM & Support: Salesforce, Zendesk, Intercom
Data Analysis: Tableau, Google Sheets/Excel
Collaboration: Google Workspace, Microsoft 365, Notion
AI & Automation: Generative AI / Chatbot frameworks, Custom workflow scripting
My Role
Lead Strategist & Project Manager: Scoped the entire transformation project, defined KPIs, and aligned multi-department objectives.
Technical Consultant: Oversaw the design and integration of AI tools; collaborated with engineering teams to ensure seamless implementation.
Team Lead & Trainer: Managed recruitment, onboarding, and ongoing training for 14+ support engineers, resulting in higher morale and improved customer interactions.
Why This Project Matters
This project highlights my ability to transform complex, large-scale customer support operations into efficient, data-driven, AI-augmented systems that not only delight customers but also empower support teams. From strategy to execution, I blend project management, analytical thinking, and empathetic leadership to drive sustainable, quantifiable results.
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Posted Jan 28, 2025
Integrated AI in support operations while maintaining a strong focus on DEI, enhancing both efficiency and workplace culture while increasing ROI and retention.
