How to Reduce Customer Support Tickets With AI Triage and Knowledge Bases

Support ticket reduction works when AI answers repetitive questions from approved knowledge and escalates messy issues with context. Best first tickets: Automate questions with clear, documented answers before touching complex support. Order status, Password or account help, Policy questions, Appointment status, Basic troubleshooting Escalation rules: Ticket reduction should not trap customers in automation. Refund requests, Angry customers, Security issues, Bugs, Low confidence