Dec 1, 2025
BoltShift
BoltShift eliminated support backlog and reduced their team size from 45 to 17 agents while improving response times and customer satisfaction scores.
BoltShift's customer success team spent 80% of their time answering repetitive questions about password resets, billing issues, and basic feature usage. With 15,000 monthly tickets and a 12-hour average response time, customer satisfaction was declining while support costs kept climbing. The team needed to scale support without proportional headcount growth.
The existing support workflow required every ticket to be manually reviewed and categorized before assignment. Agents spent their days copying information between systems, searching for answers in outdated documentation, and handling the same questions repeatedly. New agent onboarding took 6 weeks because of the complexity of their internal systems. Management knew they needed to triple support capacity to match business growth, but hiring 90 more agents wasn't financially viable.
KYMA built an AI-powered support system that handles tier-1 inquiries automatically.
The system uses natural language processing to understand customer questions and provide accurate answers from BoltShift's knowledge base. For complex issues, it intelligently routes tickets to the appropriate specialist with full context. The AI handles password resets, billing questions, and feature guidance automatically while learning from every interaction to improve accuracy. Human agents only engage when the AI confidence score drops below 85% or when customers explicitly request human support.
