Without a system to maintain chat history, agents lacked context, requiring customers to repeat themselves, leading to a subpar experience.
AI-Powered Customer Support Ticket Generation System
The Project
A burgeoning e commerce enterprise faced escalating challenges in managing a high volume of customer inquiries across multiple channels. Their existing manual process for logging support requests was inefficient, leading to delays, missed details, and a decline in customer satisfaction. The goal was to implement an intelligent, automated solution capable of understanding diverse customer queries, extracting critical information, and generating structured support tickets in real-time.
Location
USA
Industry
Customer Support & Automation
Project Duration
3 Weeks
Team Size
1 People
Technologies Used
n8n, OpenAI GPT-4, Help Desk API, Email Integration, Slack
What Our Client Says?
“Our support team’s efficiency skyrocketed after implementing this AI ticket system. What used to take hours of manual sorting now happens instantly with incredible accuracy!”
Glenn Starc
Business Owner
The Challenge
- Manual & Slow Ticket Creation
Support agents were spending excessive time manually reading, categorizing, and creating tickets from incoming chat messages, delaying resolution.
- Inconsistent Data Capture
Key customer and query information was often missed or inconsistently logged, leading to incomplete tickets and frustrating follow-ups.
- Overwhelmed Support Team
High volumes of inquiries overloaded the support team, impacting response times and overall service quality.
- Lack of Context in Conversations
The Solution
- Intelligent AI Agent
We developed an n8n workflow centered around a Google Gemini Chat Model powered AI agent. This agent intelligently processes raw chat messages, understands user intent, extracts crucial information, and summarizes queries.
- Automated Information Extraction & Validation
The AI agent automatically identifies and extracts details like user name and contact. If information is missing, it politely prompts the user for it, ensuring all necessary data is captured before ticket creation.
- Structured Ticket Generation
The system generates a standardized JSON output for each query, including a unique Ticket_Id, User_name, User_contact, User_Query, a concise Query_summary, and an initial “Open” status, ensuring consistent and actionable tickets.
- Real-time Google Sheets Logging
Validated ticket data is automatically saved to a Google Sheet, providing a centralized, real time log of all customer inquiries, their status, and associated details for easy tracking and analysis.
Results
60% faster initial response times
85% accuracy in automatic categorization
90% reduction in manual ticket creation time
Key Features
Multi-Channel Chat Integration
The system is designed to be highly flexible, integrating seamlessly with various incoming chat platforms including WhatsApp, SMS, webhooks from chatbots, and n8n’s built in Form trigger. This ensures no customer query is ever missed, regardless of its origin.
AI-Powered Data Extraction & Summarization
Leveraging the Google Gemini Chat Model, the AI agent excels at understanding natural language. It accurately extracts key customer details, handles scenarios where information is initially missing by prompting the user, and generates a concise, one sentence summary of the user’s core issue, preparing the ticket for rapid resolution.
Automated Ticket Logging & Customer Confirmation
Once all necessary information is gathered and validated, the system automatically logs a structured ticket in Google Sheets with a unique ID and “Open” status. Simultaneously, the customer receives an immediate, friendly conversational reply confirming their inquiry has been received and summarizing the issue, enhancing transparency and satisfaction.
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Lead Management
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This illustration showcases an AI Calling Assistant that books appointments and updates CRM records in real time. The visual highlights seamless automation where a customer receives a call or SMS confirmation, while the AI assistant—depicted with a headset and laptop—instantly updates both the calendar and CRM dashboard. Flow arrows connect each element to show the smooth integration between Vapi.AI, ChatGPT, and HubSpot. The clean, modern design with light colors and soft shadows emphasizes efficiency, professionalism, and cutting-edge technology.
Customer Help
AI-Powered Customer Support Ticket Generation System
Modern support teams battle two pressures: ticket volume keeps rising while customers expect near-instant replies. Manual triage and routing slow agents and inflate costs. Our client—a mid-size SaaS company handling 1,500–2,000 monthly inquiries needed an affordable way to Capture questions from email, chat, and web forms,Auto-classify intent and priority,Generate draft responses or self-service links,Escalate only complex issues to humans,Sync every step to the CRM for 360° reporting.