Case Study: Otter.ai auto-resolves 1,000+ support tickets with Zapier and ChatGPT

Otter.ai auto-solves 1,000+ tickets with Zapier

Otter.ai, a SaaS company, faced a significant challenge in managing its customer support queue. Their team was spending excessive time manually reviewing and closing thousands of tickets that were unnecessarily reopened by low-signal replies like "thanks." This created a substantial backlog that hindered efficiency. To address this, they turned to the automation platform Zapier.

Using Zapier integrated with ChatGPT, Otter.ai implemented a solution that automatically detects these low-signal replies and instantly closes the tickets while logging an internal note in Zendesk. This automation auto-resolved over 1,000 tickets in just three months, freeing up agent time and keeping the support queue clean. The implementation doubled the customer experience team's efficiency and allowed them to focus on more critical, innovative work.

Otter.ai