Automation playbook
Customer support automation
Provide 24/7 coverage across chat, email, and social. PantherIQ triages intents, drafts empathetic responses, and escalates to humans when needed.
What it does
The automation ingests support tickets, classifies urgency, resolves repetitive issues, and surfaces priority items to specialists with full context.
Workflow diagram
Multi-channel intake
↓
Intent classification → Knowledge lookup → Draft response → Human QA → Customer update → Incident logging
Expected outcomes
- Median first-response time under two minutes for tier-one tickets.
- Automatic status updates synchronized with Zendesk, Intercom, or ServiceNow.
- Daily summaries of unresolved incidents with recommended next actions.
Setup steps
- Connect ticketing platforms plus any knowledge bases or release notes feeds.
- Define escalation rules, brand tone, and compliance statements.
- Provide sample transcripts so PantherIQ can align on empathy and mirroring.
- Enable sentiment logging to capture churn signals directly in your CRM.
Best practices
- Maintain an FAQ library with version tags. Automations cite these sources for traceability.
- Use PantherIQ audit logs to sample transcripts weekly with your CX lead.
- Route complex cases straight to operators by tagging intent keywords.
KPIs to monitor
First-response time
Monitor automation vs. human benchmarks during go-live.
Containment rate
Share of tickets resolved autonomously without escalation.
CSAT / NPS impact
Sentiment before and after introducing PantherIQ responses.
Backlog burn-down
Tracks how quickly unresolved queues shrink each day.