Customer support · Production

Labelbox adopts Kraftful to eliminate manual support-ticket review and deliver real-time customer feedback insights

The problem

Labelbox's product support team spent several days each month manually tagging and categorizing support tickets and writing monthly reports — a tedious process that caused slow response times and limited their ability to promptly address key customer concerns.

First attempt

Before finding Kraftful, John Vega tried manually exporting support tickets into ChatGPT without success, and evaluated other tools that had confusing or overly complicated interfaces for uploading data.

Workflow diagram · grounded in source

Feedback arrives from customers

trigger

“They get a large volume of feedback from their enterprise customers and the large Alignerr community of experts who provide AI alignment services on the Labelbox platform.”

Kraftful analyzes tickets

ai_action

“using it to analyze support tickets and identify common customer issues, which significantly informed his company's prioritization and decision-making processes”

Insights and sentiment surfaced

output

“instantly translate volumes of user feedback into actionable insights”

Team reviews and prioritizes

human_review

“Kraftful lets us quickly see customer sentiment, prioritize effectively, and make immediate improvements to the product”

Real-time feedback drives action

feedback_loop

“relay critical feedback in real time, ensuring that customer concerns and product opportunities don't just get documented but drive meaningful action”

Reported outcome

Kraftful enabled rapid identification of customer issues, streamlined internal communication, improved team collaboration, and gave the team the ability to see customer sentiment and prioritize in real time — replacing a multi-day monthly reporting process with immediate, actionable insights that drove meaningful product action.

Reported metrics

Manual reporting cycleseveral days each month

Manual workloadsignificantly reduces manual workload

Actionable product insightsactionable insights that translated directly into impactful product improvements

Reported stack

Kraftful

Source

https://www.kraftful.com/case-studies/labelbox

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Kraftful enabled rapid identification of customer issues, streamlined internal communication, improved team collaboration, and gave the team the ability to see customer sentiment and prioritize in real time — replacin…

What tools did this team use?

Kraftful.

What results were reported?

Manual reporting cycle: several days each month; Manual workload: significantly reduces manual workload; Actionable product insights: actionable insights that translated directly into impactful product improvements (source-reported, not independently verified).

What failed first in this deployment?

How is this customer support AI workflow structured?

Feedback arrives from customers → Kraftful analyzes tickets → Insights and sentiment surfaced → Team reviews and prioritizes → Real-time feedback drives action.