Six weeks ago Pagewise’s support team rolled out Aurora across all four of their global help centers. We sat down with them last week to understand what changed.
The before picture
Pagewise’s support team was getting ~24,000 tickets a week. First-response time averaged four hours. Most of those tickets were repeated questions that already had answers in their internal knowledge base.
What they shipped
Aurora deployed in three weeks. The bot handles the first response on every ticket, pulls answers from the internal docs, and escalates anything ambiguous to a human. The human team reviews the bot’s answers asynchronously to catch drift.
Average first-response time dropped from four hours to thirty seconds. Customer satisfaction went up, not down — because the bot answers correctly more often than the rotating support team did at 2am.
The takeaway
The right question isn’t “can AI replace support?” It’s “can AI handle the tickets that humans were already handling badly because they were tired?” Apparently yes.
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