Nimbus AI
Support that scales without hiring
Custom automated customer support workflow using Claude and Make.com, reducing response times by 85%.
Client
Nimbus Cloud Services
Industry
Cloud Infrastructure
Timeline
3 weeks
Delivered
December 2024
-85%
Response Time
80%
Auto-Resolved
$120K
Annual Savings
+22%
CSAT Score
What we were up against
Nimbus was overwhelmed by support tickets, with a backlog of 3+ days. They needed a way to triage and resolve common queries without hiring more staff.
Key Problems Identified
- 13+ day average response time for support tickets
- 2Support team burned out from repetitive queries
- 3Scaling meant hiring, which meant higher burn rate
- 4Inconsistent quality across different support agents
- 5No 24/7 support despite global customer base
"We were drowning in tickets. Our support team was exhausted, customers were frustrated, and we couldn't hire fast enough to keep up."
How we solved it
We implemented an intelligent automation layer using Large Language Models to analyze incoming tickets. The system auto-resolves Tier 1 issues, routes complex cases to the right specialists, and drafts suggested responses.
Ticket Intelligence Layer
Built an AI system that analyzes every incoming ticket for intent, urgency, and complexity, automatically categorizing and prioritizing the queue.
Auto-Resolution Engine
Created automated workflows that resolve common issues instantly—password resets, billing questions, how-to guides—with personalized responses.
Smart Routing
Complex tickets are automatically routed to the specialist best equipped to handle them, with AI-generated context summaries for faster resolution.
Response Assistant
For human-handled tickets, AI drafts suggested responses based on knowledge base and past successful resolutions, reducing agent time by 60%.
Technologies Used
Measurable impact, real outcomes
The automation system transformed Nimbus's support operations, allowing them to handle 3x the ticket volume with the same team while improving customer satisfaction.
Response Time
Instant auto-responses and faster routing
Tier 1 Auto-Resolved
AI handling routine queries automatically
Annual Savings
Avoided hiring 2 additional support staff
CSAT Score
Faster resolution = happier customers
Agent Satisfaction
Team working on interesting problems, not repetition
24/7 Coverage
AI provides instant support globally
"Websuem's AI automation didn't just solve our support problem—it transformed our entire customer success strategy. Our team now focuses on high-value interactions while the AI handles the rest. Best investment we've made."
How we got there
Analysis of 2,000+ historical tickets to identify patterns
Custom AI training on Nimbus knowledge base
Phased rollout starting with lowest-risk ticket types
Continuous improvement loop with weekly optimization
Want results like this?
Let's discuss how we can help you achieve similar growth through design, development, and automation.