How Otter.ai auto-solved 1,000+ tickets and scaled CX with Zapier

AUTO-RESOLVED SUPPORT TICKETS

1,000+

Repetitive tickets like “thank you” replies are now auto-closed, helping agents reclaim hours each week and stay focused on high-priority issues.

AI-PRIORITIZED TICKETS

10,000+

Zapier and ChatGPT tag and triage tickets based on urgency and sentiment, ensuring critical customer issues get resolved first.

CX TEAM EFFICIENCY DOUBLED

Automation empowered the team to scale operations while keeping manual workload low, making CX growth sustainable.

Company Size

500–1,000

Industry

SaaS

About

Otter.ai is an AI-powered meeting assistant that helps teams record, transcribe, and collaborate more efficiently across conversations.

“Before automation, agents had to manually review and close thousands of unnecessary reopened tickets. Now, Zapier and ChatGPT handle it instantly, saving us time and keeping our queue clean.”

— Allen Lai, Head of Customer Experience at Otter.ai

Support tickets are often reopened when customers reply “thanks,” creating an unnecessary backlog.

Zapier and ChatGPT detect low-signal replies and auto-close tickets, logging internal notes in Zendesk.

Over 1,000 tickets were automatically resolved in just three months, freeing up agent time.

The team needed a scalable way to prioritize business-critical tickets without manual triage.

AI analyzes ticket content and domain, categorizing issues and flagging high-priority items automatically.

More than 10,000 tickets were enriched and routed faster, speeding up response times for key users.

— Allen Lai, Head of Customer Experience at Otter.ai