Case Study

Resolving Support Tickets Without Human Intervention

Lisa Chen|February 5, 2026|8 min

Customer support at scale is expensive and slow. Most tickets follow predictable patterns: account issues, billing questions, feature requests, bug reports. We tested whether Coasty could handle these autonomously.

The Pilot

We gave Coasty access to a real support queue with 50 tickets. It had access to the support dashboard, customer database, and internal documentation. The instruction was simple: resolve as many tickets as possible.

Results

  • 38 of 50 tickets resolved without human intervention
  • Average resolution time: 4 minutes per ticket
  • Customer satisfaction scores matched human agent averages
  • 12 tickets correctly escalated to human agents for complex issues
  • Zero incorrect account modifications or billing changes

AI-powered support is not about removing the human element. It is about ensuring that human agents spend their time on the complex, nuanced issues where they add the most value.

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Resolving Support Tickets Without Human Intervention — Coasty Blog