Support bots · OpenAI
Support bot "resolved" 70% of tickets. Customers disagreed.
◐ Mixed
What happened
Our support bot dashboard showed a 70% resolution rate in the first month. Then reopened tickets went up by a third. The bot counted a chat as resolved when the customer stopped typing, which is also what people do when they give up. Two customers wrote in to say the bot had promised refunds our policy does not allow.
What it cost
About €2k a month in usage. The refunds we honoured anyway cost more than that in month one.
What we fixed
We changed "resolved" to mean the customer confirmed it, gave the bot the real policy text, and added a one-tap "talk to a person" button on every answer.
The lessonMeasure reopened tickets, not deflected ones.
Reality numbers
- Team
- 51–200 people
- Monthly AI spend
- €1k–10k
- Still running after 90 days
- yes