Customer ops · workflow
Payment support tickets — 70% auto-resolved without human agent · Koralplay
Koralplay's support team overwhelmed with repetitive payment queries: failed transactions, refund requests, payment confirmations — all requiring database lookups and templated responses.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Support ticket
New payment-related ticket created. n8n classifies intent automatically.
Tools used
n8n · partnerPayment APISupport platformCustomer DB
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.
What failed first
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.
Results
Time saved70% tickets auto-resolved
VolumePayment support at scale
Cost replacedSupport agent capacity
Running since2024
Source
Koralplay: Automates 70% of payment support tickets with n8n (n8n.io)Referenced in n8n official case studies. Named company and direct team quote.