Beyond AI Agents: Automating Support
Workflows and Back-End Tasks

• Created, June 24, 2025

Service Support

Chatbots are just the tip of the AI iceberg in support. Behind the scenes, AI can automate entire workflows – from routing tickets to entering data – freeing your team to focus on what matters. Tessa isn't only about chat; it also streamlines your support operations end-to-end.

Automated Ticket Triage: Right from the start, AI can sort incoming requests. Natural Language Processing (NLP) lets Tessa read a ticket's text and automatically categorize and prioritize it. For example, an email with "urgent outage" in the subject can be flagged as high priority and sent to the network team. This ensures urgent matters don't languish in queues.
Case Management from A to Z: AI-driven workflows manage support cases all the way through resolution. When a ticket is created, Tessa can auto-generate and assign it to the right agent or department, track its status, and even send automated follow-ups or reminders. For instance, if a customer hasn't responded in a couple of days, the system can ping them: "Just checking in on ticket #12345 – do you need any more help with that?" Such proactive updates keep customers in the loop without manual effort.
Data Entry and Logging: A lot of agent time is spent copying information between systems. AI can automate that data entry. When a conversation or email contains key info (like order numbers, phone models, or service IDs), AI scripts extract those details and populate your CRM or ticket fields automatically. This reduces human error and makes records instantly available for your team.
Automated Emails and Notifications: AI can draft and send standard email responses as well. If your support process includes acknowledging every ticket with an email, the bot can handle it: it pulls the customer's name, ticket ID, and a templated update, and sends it out immediately. This way, customers get instant confirmation and you never miss a notification.
Integration and Action Execution: Beyond conversations, AI can trigger backend actions. For example, after resolving a request, Tessa might call an API to close a support ticket in another system, update an order in your database, or log a refund in accounting. By bridging your CRM, helpdesk, and other tools, Tessa automates the "paperwork" so agents don't have to.
Analytics & Insights: Every interaction is data. AI can monitor workflow performance in real time – flagging bottlenecks (e.g. tickets piling up in one department) and suggesting improvements. It can even predict future workload and recommend staffing levels, making your operation proactive rather than reactive.
Real-World Tasks AI Automates:
Some examples include:
  • Order Processing: Parse purchase details and trigger shipping or billing workflows.
  • Feedback Collection: Automatically send satisfaction surveys after tickets close and log responses for analysis.
  • Appointment Scheduling: Book meetings or call-backs with customers based on agent calendars.
  • Email Support: Automatically answer common email inquiries (e.g., password resets, policy info) from the KB.
  • Reporting: Compile daily/weekly support stats automatically (CSAT, ticket volume, resolution times).

Putting It All Together: Think of Tessa as your support co-pilot. Not only does it chat with customers, but it also runs the backstage. When a conversation ends, it can assign a follow-up task to your team, update records, and even suggest knowledge base improvements if it sees a pattern of new questions.

In practical terms, AI-driven workflows mean no more dropped balls. Tickets move automatically through the right channels. Hand-offs between AI and human agents are seamless. Customer data stays in sync across systems. As a result, your support team operates like a well-oiled machine.

Key Takeaways:
  • Efficiency Gains: Automating tickets and tasks increases throughput without extra hires.
  • Cost Reduction: Labor costs drop when routine work is automated.
  • Better Service: Faster, more consistent responses and 24/7 acknowledgments boost satisfaction.
  • Happy Agents: By offloading repetitive tasks, agents focus on complex issues, improving morale and output.

By going "beyond chat," Tessa helps scale support in every dimension. Interested in automating your workflows? Let Tessa plug into your CRM, ticketing system, and apps to start running support with AI in the driver's seat. Transform your back-end and free your team for strategic work – reach out to explore Tessa's workflow automations today!

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