Payment support ticket automation — 70% resolved without human agent
Koralplay's support team was overwhelmed with payment-related support tickets — failed transactions, refund requests, payment confirmations. Most were repetitive queries requiring database lookups and templated responses.
First version tried to auto-resolve all tickets — created errors on edge cases customers hadn't experienced before. Added a confidence threshold: only auto-resolve tickets above 90% pattern match confidence. Below that, route to human with enriched context.
70% of payment support tickets resolved without a human agent.
Support team capacity freed for complex issues and relationship management. 'It's a virtuous circle. With n8n, the business moves forward, customers get a better experience, and teams can focus on work that really matters.' — Koralplay team.
Frequently asked questions
What did this team achieve with this AI workflow?
70% of payment support tickets resolved without a human agent.
What tools did this team use?
n8n, Payment API, Support platform, Customer DB.
What results were reported?
Time saved: 70% ticket deflection; Volume: Thousands/month; Running since: Feb 2025 (source-reported, not independently verified).
What failed first in this deployment?
First version tried to auto-resolve all tickets — created errors on edge cases customers hadn't experienced before.
How is this customer ops AI workflow structured?
Support ticket → N8n → Payment API → Customer DB → Support platform.