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Multi-Channel Support Router

Intelligent support routing that achieves 70% auto-resolution across all communication channels.

70%
Auto-Resolution Rate
45 min
Avg. Response Time
4.6 / 5
Customer Satisfaction
4→1
Tools Consolidated
!

The Challenge

A scaling company was receiving support messages across email, website chat, WhatsApp, and social media — but each channel was siloed. Agents switched between 4 different tools, context was constantly lost, and response times varied wildly from 2 hours to 3 days depending on the channel and agent. Customer satisfaction was suffering.

Our Solution

We deployed a unified support orchestration system that pulls all incoming messages into a single queue — regardless of channel. AI classifies urgency and topic, auto-responds to 70% of common questions using a trained knowledge base, and escalates complex issues to the right specialist with the full cross-channel conversation history attached.

How It Works

01
Message Unified
Email, chat, WhatsApp, social pulled into one queue.
02
AI Classifies
Urgency and topic determined in milliseconds.
03
Auto-Response
70% of queries resolved from knowledge base instantly.
04
Complex Escalated
Human agents get full conversation history attached.
05
Loop Closed
Resolution logged; knowledge base updated automatically.

Before vs. After

❌ Before
Manual processes & spreadsheets
Hours of repetitive work daily
Human errors and bottlenecks
Team burned out on low-value tasks
No visibility into real-time data
✓ After NAGY Labs
📧 Email
💬 Chat
📱 WhatsApp
🐦 Social
🤖 AI Router
70% auto-resolved
70%
Auto-resolution rate

The Outcome

70% of all incoming support queries are now resolved automatically without human intervention. Average response time for escalated issues dropped from 18 hours to 45 minutes. Agent context-switching was eliminated entirely. Customer satisfaction scores improved from 3.4 to 4.6 out of 5.

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