Streamlining Support Operations with Thunai’s Intelligent Email Agent

Client Overview 

The client is a global leader in building products and technology solutions, with a legacy spanning over 140 years. Headquartered in Ireland, the organization operates in more than 2,000 locations across six continents and employs over 105,000 professionals. Specializing in fire safety, HVAC, and security systems, the client is now driving the digital transformation of buildings through innovative technologies and services that redefine operational efficiency and safety. 

Challenges Faced by the Client 

The client’s L1 support team was overwhelmed by the high volume of incoming support emails. The manual process of reading each email, identifying the issue, categorizing it, and creating tickets in Jira led to:

• High Operational Load: The L1 team spent excessive time sorting and routing emails
• Inconsistent Ticket Handling: Manual categorization led to frequent misclassification and delays. 
• Delayed Escalation: Escalation of recurring or urgent issues was slow, impacting resolution timelines.
• Low Customer Satisfaction: Extended response times and unresolved queries resulted in lower satisfaction scores.
• Lack of Automation: There was no standardized process for prioritization or historical context for recurring issues.

Thunai’s Intelligent Email Agent in Action 

To address these operational challenges, Thunai deployed an AI-powered email agent trained specifically for the client’s support environment. The AI agent brought significant automation and intelligence to the L1 workflow: 

• Automated Email Parsing: Thunai’s agent reads and interprets every incoming support email.
• Smart Ticket Generation in Jira: Based on content analysis, the AI automatically creates a Jira ticket, tags the issue, and assigns it to the appropriate team
• Dynamic Prioritization: Tickets are prioritized using predefined metrics. If the same issue reappears, the system intelligently escalates its priority.
• Deep Jira Integration: Thunai’s tight integration with Jira ensures seamless ticket management, status updates, and tracking — all without human intervention.
• Elimination of Manual Triage: The need for L1 human intervention is eliminated, streamlining the support pipeline.
• Reduced Escalation Time: By detecting patterns and automating responses, Thunai significantly shortens the response and resolution times.
• Improved SLAs and Customer Experience: Faster ticket creation and prioritization contribute to higher SLA compliance and customer satisfaction.

Conclusion 

With Thunai’s intelligent email agent, the client automated their first-level support operations, achieving significant efficiency gains and higher customer satisfaction. The AI-driven ticketing process eliminated manual intervention, reduced escalation times, and ensured that every issue was addressed promptly and accurately in Jira. This transformation not only enhanced operational productivity but also reinforced the client's commitment to delivering smart, technology-driven customer support.