Case Study: eCommerce retailer achieves 37% reduction in support ticket volume with SentiSum AI ticket analytics

How this leading online tyre retailer supercharged Zendesk to get next-gen customer insights

eCommerce Retailer Company, a high-volume online retailer, faced recurring booking-system failures that caused customers to arrive without appointments and overwhelm support channels. SentiSum implemented AI support ticket analytics — starting on the retailer’s Zendesk emails and later expanded to Facebook Messenger, NPS surveys and Trustpilot — to surface the true scale and patterns of the issue.

SentiSum built and rolled out a customized AI model within a week that applied granular, real-time tags to every ticket, enabling the team to quantify the problem, pinpoint root causes (partner routing differences and 2–3 website issues) and prioritize fixes and partner communications. As a result, eCommerce Retailer Company reduced support ticket volume by 37% within three months.