Case study C A healthcare software company operating EAP services # Support that closes what it can and classifies what it cannot. Documented questions are answered from the company's own knowledge base. Bugs, feature requests, and real product issues arrive pre-sorted for the human team. [Talk to us about support intake that deflects and routes ](https://www.aixccelerate.com/talk-to-us?cta=Talk+to+us+about+support+intake+that+deflects+and+routes&source=%2Fcase-studies%2Fsupport-triage-deflection)[All proof stories ](https://www.aixccelerate.com/case-studies) Engagement Custom AI worker BuyerSupport / CX / COO Industry and geographyHealthcare software. Healthcare software. Evidence labelAnonymized delivery evidenceClient identity is withheld pending reference permission. Deployment is in flight. Ticket volume and deflection rate will be published when the live operating measures are verified. The situation ## The queue mixed documented questions with the work that actually needed people. The team was buried in inbound support tickets across four channels: phone, chat, message, and email. A large share was low-complexity and already answerable from the existing knowledge base, but it consumed the same human attention as genuine product issues. Support spent the day on documented questions while real bugs and feature requests queued behind them. What we built ## Nick, a custom AI worker, owns intake and the deflect-versus-route decision. Named worker: [Nick, a custom AI worker](https://www.aixccelerate.com/ai-workforce/custom-worker). Nick performs intake and triage across all four inbound channels. He resolves low-priority tickets directly by answering from the client's own knowledge base. Everything else (bugs, feature requests, functionality gaps, improvement requests) is triaged into the human workflow with classification already applied. The human team receives a pre-sorted queue of tickets that genuinely need judgment. Phone Chat Message Email Nick Intake and triage Close from their knowledge Documented questions leave the queue Classify and escalate Bugs and requests, pre-sorted Four inbound channels enter Nick. He closes what the knowledge base can answer and classifies the rest for the human team. Why they chose AI Xccelerate ## A chat widget that answers FAQs is a commodity. This is an operations change. 01 Channel coverage plus the deflect-versus-route distinctionAn AI worker that ingests phone, chat, message, and email, knows what it can close and what it must escalate, and classifies the escalation correctly changes how the team spends the day. 02 Answers come from their knowledge baseNick does not generate plausible-sounding support answers. He answers from the client's own knowledge. That is the failure mode every support leader fears, designed out. The value delivered ## Capacity recovered without headcount. A cleaner signal for product. Support capacity is recovered without adding people. Documented questions leave the human queue. The engineering and product feedback loop gets cleaner. Bugs and feature requests arrive pre-classified rather than buried in a shared inbox, so the product team actually sees the signal. Metric reserved Monthly ticket volume Reserved. Will be published when the operating volume is confirmed for public use. Metric reserved Deflection rate Reserved. Deployment is in flight. The live deflection percentage will be published when it is measured. Who this is for ## This story is for operators who own the support queue and the product feedback buried in it. The buyer is a support, CX, or COO leader with a large end-user base and a knowledge base that already holds the easy answers. 01 ### Healthcare software and EAP platforms High-volume, multi-channel inbound where accuracy of the answer is non-negotiable. 02 ### HR tech, benefits, and fintech Documented product questions crowding out genuine defects and requests. 03 ### B2B SaaS and MSPs Large end-user bases where deflection only works if the source of truth is the company's own knowledge. Next conversation ## Talk to us about support intake that deflects what it can and routes what it must. If your team still spends the day on questions the knowledge base already answers, bring us the channels, the source of truth, and the queue you want people to see. [Talk to us about support intake that deflects and routes ](https://www.aixccelerate.com/talk-to-us?cta=Talk+to+us+about+support+intake+that+deflects+and+routes&source=%2Fcase-studies%2Fsupport-triage-deflection) Related stories ## The other three problems in this set. [Story A An Australian not-for-profit serving elderly clients Consent that is captured the same way, every time. Compliance / Risk / Operations Read the story ](https://www.aixccelerate.com/case-studies/voice-consent-capture)[Story B An AI software company in the Microsoft partner ecosystem Agentic expertise in the room, then on the platform. Founders / CTOs Read the story ](https://www.aixccelerate.com/case-studies/agentic-replatform-onyx)[Story D A Mexico-based promotional products company entering Spain and Italy Outbound that shows the prospect their own brand on the product. CRO / VP Sales / CMO Read the story ](https://www.aixccelerate.com/case-studies/hyper-personalized-outbound) --- **Canonical URL:** https://www.aixccelerate.com/case-studies/support-triage-deflection