65% of your support tickets are answerable questions. Every one of them costs $8–$30 to resolve manually.
Order status, returns, sizing, policies, billing. The majority of customer support volume is high-frequency, low-complexity queries that your documentation already answers — if customers could find it. SearchSense Assist resolves them instantly, at any volume, in any timezone, without adding headcount.
Already trusted by industry leaders
65%
of queries resolved by AI without a human agent
$39K
monthly saving at 5,000 tickets/month and $12/ticket cost
< 60 days
typical payback period from deployment
High-volume ticket deflection
A detailed look at the problem, its structural cause, and the mechanism by which SearchSense Assist solves it.
01
What's actually happening
A mid-market ecommerce brand handles 5,000 support tickets per month. Their cost per ticket is $12. Monthly support cost: $60,000. Analysis of their ticket categories shows that 68% are answerable directly from documentation: 2,100 WISMO queries, 900 returns questions, 600 sizing queries, 400 billing questions. These 4,000 tickets are resolved manually by agents who could be handling complex issues requiring human judgment.
02
The structural cause
The volume of answerable customer queries grows proportionally with revenue — more orders mean more order questions. Scaling human support to match that growth is expensive and creates operational fragility (peak periods, attrition, training time). Help centres exist to enable self-service but most customers don't find what they need — they open a ticket instead.
03
The mechanism — not just the claim
SearchSense Assist deploys on your existing chat, email, and widget channels. When a customer sends a message, Assist searches your documentation, retrieves the relevant content, and responds with a direct cited answer — not a link to an article, not a list of suggestions. The customer gets their answer. The ticket is never created.
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Key capabilities
What SearchSense Assist delivers for this use case.
Assist generates a complete conversational answer from your documentation — customers receive the information, not a link to find it themselves.
Every answer references the exact help article, policy document, or order record it used — customers can verify the source if needed.
WISMO queries answered from live Shopify, BigCommerce, or Magento data — order status, tracking reference, and estimated delivery always current.
Assist resolves queries at any hour without additional staffing — coverage is consistent regardless of volume spikes or time of day.
Queries below the confidence threshold escalated to human agents with full context — customers are never given a fabricated answer when documentation doesn't cover the query.
Real-time deflection rate, cost savings, and knowledge gap identification — the data to continuously improve coverage and justify the investment.
