Most support queues look the same: a long tail of repetitive questions, a few genuinely hard problems, and a team that spends most of its day on the first group. Agents are very good at the first group.
1. Start with your top 20 questions
Export the last 90 days of tickets and group them by intent. In almost every company we work with, twenty intents cover more than half of all volume.
“We expected the agent to help with the easy stuff. It ended up handling most of the queue.”
2. Fix the knowledge, not the prompt
When an answer is wrong, the cause is usually a missing or outdated help article. Update the source and every future answer improves.
3. Add approvals for anything with money
Refunds, credits and plan changes should go through an approval step at first. Once accuracy is proven, raise the limit the agent can handle alone.
