The Challenge
The brand's support team was overwhelmed by repetitive tickets, slow routing, and rising costs as subscriber volume grew.
- High volume of repetitive billing and account questions
- Manual triage delayed first response and frustrated customers
- Specialists handled simple tickets that AI could resolve
- No unified view of ticket intent across channels
- Support costs scaled faster than subscriber growth
Our subscribers expected instant answers, but our team was buried in the same questions every day. We needed intelligent routing, not more headcount.
VP of Customer Experience
High-Volume Subscription Brand
Our Solution
We designed a tiered AI support system that deflects routine tickets and routes complex cases with full customer context.
- AI assistants trained on product, billing, and policy knowledge
- Intent-based routing to the right tier or specialist
- Automated macros and workflows for common resolutions
- Live queue dashboard with SLA and sentiment tracking
- Continuous learning from resolved ticket patterns
Ticket Intake
- In-App Chat
- Email Support
- Help Center
- CRM & Billing
AI Routing Engine
- Intent Detection
- Priority Scoring
- Auto-Resolution Rules
- Escalation Logic
Support Teams
- Agent Workbench
- Live Customer Context
Operations Command Center
- Queue Visibility
- SLA & Alerting
- CSAT & Cost Analytics
The Results
The platform launched across all support channels and improved speed, quality, and cost efficiency immediately.
70%
Tickets auto-resolved by AI
4x
Faster first reply time
52%
Support cost reduction
2.5x
Specialist productivity gain
Viiva AI Systems gave us a support model that scales. Customers get faster answers, and our team focuses on issues that truly need a human.
VP of Customer Experience
High-Volume Subscription Brand
Technologies Used
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