How NovaPay Automated 70% of L1 Support Tickets
70% L1 ticket automation, response times from hours to under 5 seconds, and support team now focuses exclusively on complex issues.
The Story
Context & Challenge
The Problem
NovaPay's 8-person support team was overwhelmed — 60% of agent time went to repetitive L1 tickets like password resets, account lookups, and status checks.
Our Solution
Deployed AI chatbot on web + WhatsApp with knowledge base grounding, smart triage, human handoff for complex cases, and full CRM sync.
The Outcome
70% L1 ticket automation, response times from hours to under 5 seconds, and support team now focuses exclusively on complex issues.
Results
Measurable Impact
70%
Tickets Automated
<5s
Response Time
92%
CSAT Score
“Their AI agents handle 70% of our L1 support tickets. Response times dropped from hours to seconds, and our team focuses on complex issues.”James Okafor
Head of Customer Success, NovaPay
Tech Stack
Built With
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