Cutting Response Times by 90% with AI

Challenge

Mercura’s enterprise support team was overwhelmed by the volume of client tickets. Their legacy routing system delayed responses, and high-value clients often waited hours before being connected to the right expert — resulting in churn and missed upsells.

Solution

Flow AI was integrated to analyze incoming tickets, detect intent, and automatically assign the best-matched agent. It also provided response templates generated from past resolutions, reducing manual typing and repetitive work.