How Thunai Automates Email Customer Support for a Major Ticket Booking Platform

Client Overview

Our client is a high-traffic ticket booking platform serving customers across live events, sports, and entertainment in the United States.

Their support team handles 300+ inbound emails every day, covering seating disputes, booking errors, payment failures, and a range of other customer issues.

With an in-built CRM at the center of their support operations, the client needed a way to get through that daily volume without letting response quality drop or agents burn out sorting through unorganised queues.

The Challenges: Volume Overload, Slow Replies, No Consistency

The support team was losing ground to inbox volume. Agents spent a large portion of their day reading, sorting, and drafting replies from scratch. Three problems built up across every shift:

• Unmanageable Email Volume: With 300+ emails arriving daily, agents had no fast way to tell what needed immediate attention. Seating issues, payment disputes, and general booking queries all landed in the same queue, forcing teams to triage manually before they could even begin responding.
  
• Slow, Inconsistent Replies: Every agent drafted responses from scratch, pulling from memory or digging through internal documents. Response times were long, and the quality of replies varied depending on who picked up the ticket, creating an inconsistent customer experience.
  
• Disconnected Knowledge: SOPs, refund policies, and booking procedures lived in scattered documents. Agents had no single place to check answers, which led to back-and-forth escalations and responses that did not always match company policy.

Our Intelligent Solution

We connected Thunai directly into the client's in-built CRM and deployed it as an embedded widget within their existing support platform. Agents did not change their tools. Thunai worked inside what they already used.

• Automatic Email Categorisation: Thunai reads every incoming email and sorts it by context, seating, payments, booking errors, and other issue types, before an agent touches it. Teams now open their queue with a clear, organised view of what needs attention and in what order.
  
• Policy-Accurate Knowledge via Thunai Brain: The client's SOPs, refund guidelines, and internal procedures were fed directly into Thunai Brain. The system understands this content instantly and draws from it to generate responses that are accurate, consistent, and in line with company policy every time.
  
• Embedded Email Suggestions: This is the most direct productivity gain. Thunai sits as a widget inside the platform and surfaces a ready-to-send email draft for every ticket. Agents review the suggestion, make any adjustments, and send. What once took minutes of writing now takes seconds of reviewing.
  
• Live CRM Sync via Thunai MCP: Every email interaction, category tag, and response log writes back to the client's in-built CRM automatically. Support history stays current without agents entering data manually, giving team leads a full picture of open and resolved issues at any point.

Conclusion

Thunai cut through the daily email backlog without asking agents to change how they work. Replies are faster, more consistent, and drawn directly from the client's own policies.

The support team now spends less time writing and sorting and more time actually resolving customer issues