Customer ops · Production

Payment support tickets — 70% auto-resolved without human agent · Koralplay

The problem

Koralplay's support team overwhelmed with repetitive payment queries: failed transactions, refund requests, payment confirmations — all requiring database lookups and templated responses.

First attempt

First version tried to auto-resolve all tickets — created errors on edge cases. Added 90% confidence threshold: only auto-resolve above that. Below threshold: route to human with enriched context.

Workflow diagram · grounded in source

Support ticket

Trigger

N8n

Classification

Payment API

Data lookup

Support platform

Resolution

Reported outcome

70% of payment tickets resolved without a human agent.
Support team freed for complex issues. 'It's a virtuous circle. With n8n, the business moves forward, customers get a better experience.' — Koralplay team.

Reported metrics

Time saved70% tickets auto-resolved

VolumePayment support at scale

Running since2024

Reported stack

n8nPayment APISupport platformCustomer DB

Source

Koralplay: Automates 70% of payment support tickets with n8n (n8n.io)

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

70% of payment 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% tickets auto-resolved; Volume: Payment support at scale; Running since: 2024 (source-reported, not independently verified).

What failed first in this deployment?

First version tried to auto-resolve all tickets — created errors on edge cases.

How is this customer ops AI workflow structured?

Support ticket → N8n → Payment API → Support platform.

70% of payment tickets resolved without a human agent.Support team freed for complex issues. 'It's a virtuous circle. With n8n, the business moves forward, customers get a better experience.' — Koralplay team.