Problem
A Kerala-based retail group handled high ticket volume from store operations, stock queries, and customer escalations. Manual triage delayed response and caused SLA misses.
Solution
UPNyX deployed an AI ticket triage and routing workflow integrated with their helpdesk and inventory APIs, with confidence thresholds and human handoff for complex cases.
Stack
- LLM orchestration layer with retrieval-augmented context
- Helpdesk + internal inventory integration
- Analytics dashboard for SLA and queue health monitoring
Timeline
12 weeks from discovery to production rollout across operations and support teams.
Results
47%lower manual ticket handling
33%faster first response time
22%improvement in SLA adherence
18%lower support operations cost