AI Implementation in Support Operations by Elizabeth White

AI Implementation in Support Operations

Elizabeth White

Project Manager

Operations Manager

DEIA Consultant

ChatGPT

Jira

Kustomer

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.

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