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I-Team Collage · Workflow automation

Tickets and requests,
sorted before a person sees them.

For customer support and service teams in Europe where routine requests bury the ones that need a human. Answers come from your own documents, every escalation is scored, and it is accepted only when it passes a test your agents wrote.

01

Six thousand fewer tickets to read

Ten thousand tickets a day. Most were routine, but every one still landed on a person who had to work out what it was and either answer it or pass it on. The hard cases waited in line behind hundreds of easy ones.

Now six in ten close on their own, drawn from the help centre and past tickets. Three in ten reach a specialist with the background already gathered. One in ten is held for a human to review. Every escalation is logged and scored, so the split keeps improving.

Typical build 5 to 10 weeks

From €8,000

Accepted on accuracy and escalation rate

02

What we automate for support teams

Triage — reading each ticket, working out what it is and where it goes. Routine answers — password, status, where-is-my-order, how-do-I, answered from your own documentation with sources shown. Preparation — the account history and context gathered before a person opens the ticket. Internal answer assistants — the same approach for the questions your own staff ask each other all day.

03

Why it holds up

Confidence thresholds decide, not vibes: below the line, a person gets the ticket. Before we build, your agents label a test set of real tickets, and we agree in writing what accuracy, escalation rate and response time count as done. If it does not pass, it is not finished. Your data stays on EU hosting or your own servers under a signed DPA.

FAQ

Questions people ask before they call

What share of support tickets can be automated?
For a team on 10,000 tickets a day, six in ten now close on their own, roughly 30% go to a specialist with the background already gathered, and 10% are held for human review. The split depends on your ticket mix and is measured on your own tickets in the first week.
Where do the answers come from?
Your help centre, your past tickets and your internal documents — not from the open internet. Every answer can show its sources, and a confidence threshold decides whether it closes the ticket or escalates it.
Does it work with our helpdesk?
It works alongside the ticketing and chat tools you already use — Zendesk, Intercom, Freshdesk, Salesforce Service Cloud, shared inboxes — without replacing them.
How much does support automation cost?
A free 30-minute call, then a one-week scoping for €700 in which your agents label a set of real tickets and we agree the numbers: accuracy, escalation rate, response time. Builds start from €8,000 for an answer assistant and €12,500 for a full triage agent, five to ten weeks.
What happens when it is wrong?
Every escalation is logged and scored, so the split between automatic and human keeps improving. Anything risky — refunds, account changes, complaints — is routed to a person by rule, not by guess.

Next step

Tell us about the job that eats hours

It starts with a free 30-minute call. You describe how work flows through your company today; we tell you which parts should not need a person, and what it would cost. If there is a job worth doing, the first week is €700 and comes off the build.

Book a free call

Or email contact@iteamcollage.com LinkedIn