AI-Enhanced Customer Support System (TELCLOUD)
Problem
Resellers and their customers had fragmented support, no SLA visibility, and manual reporting.
Approach
- Integrated NetSapiens to auto-create tickets from calls.
- Designed SLA timers that paused/resumed based on user action.
- Added AI summaries, transcripts, and categorization.
- Built CSV and dashboard reports with escalation tracking.
Outcome
- Resolution time cut by 30%.
- SLA compliance improved significantly.
- Leadership gained actionable support analytics.
My Role
Defined product scope, managed backlog, led sprints, and oversaw rollout.
