Transforming Agent Management for Inforum's Support Operations in Zendesk

Introduction

At Treyee, we pride ourselves on delivering innovative technology solutions that help our clients overcome their most pressing business challenges. One of our standout successes has been partnering with Inforum to revolutionize their customer support operations through our AI-Powered Agent Management system integrated with Zendesk.

Leveraging our expertise in AI automation and deep integration capabilities, we provided a solution that transforms how support tickets are assigned, managed, and resolved. The results speak for themselves: dramatic improvements in efficiency, agent satisfaction, and customer experience that have positioned Inforum as a leader in intelligent customer support.

How Our AI Solution Helps Inforum Serve Their Customers Better

Our Treyee AI Ecosystem integrates seamlessly with Inforum's existing Zendesk infrastructure to enhance support operations through four key capabilities:

Intelligent Ticket Assignment:

Support tickets are automatically routed to the most qualified agents based on their skillsets, specializations, and current capacity, eliminating manual assignment delays.

Real-Time Workload Analysis:

Our AI continuously monitors agent workloads and availability, ensuring optimal distribution of tickets to prevent bottlenecks and burnout.

Skills-Based Routing:

Every ticket is matched with agents who have the specific expertise needed, reducing resolution times and improving first-contact success rates.

Dynamic Load Balancing:

The system automatically adjusts ticket distribution in real-time, maintaining optimal balance across the entire support team.

Centralized Skills Management:

Through our AI Workflow Center, support managers can easily update and maintain agent skill profiles, ensuring the AI always has current information for optimal ticket routing.

"The Treyee AI Ecosystem has completely transformed how we manage our support operations. What used to take almost an hour of manual work now happens instantly, and our agents can focus on what they do best, helping customers."

Oscar Siliezar, Project Manager, Inforum

The Challenge: Manual Processes Holding Back Excellence

Before implementing Treyee's AI Ecosystem, Inforum faced several critical bottlenecks that were impacting their customer support effectiveness:

Time-Consuming Manual Assignment

Support managers spent significant time manually reviewing and assigning tickets, creating unnecessary delays in customer response times.

Unbalanced Workload Distribution

Without intelligent routing, workloads were unevenly distributed, leading to some agents being overwhelmed while others had capacity to help more customers.

Expertise Mismatches

Tickets weren't always reaching agents with the right specializations, resulting in longer resolution times and multiple handoffs between team members.

Inefficient Escalation Processes

Critical issues weren't being identified and prioritized effectively, causing important customer concerns to get lost in the queue.

The Impact After Implementation

The results have been extraordinary. With our AI-Powered Agent Management system, Inforum has achieved remarkable improvements across all key support metrics:

95% Reduction in Ticket Assignment Time

What previously required hours of manual work now happens in seconds, with AI instantly matching tickets to the most qualified available agents.

90% Improvement in Assignment Accuracy

Tickets are consistently routed to agents with the specific expertise needed, dramatically reducing reassignments and improving resolution quality.

68% Better Workload Distribution

The AI system's dynamic balancing ensures optimal utilization of all team members, creating a more sustainable and efficient support environment.

52% Faster Response Times

With optimal assignment and balanced workloads, customers receive significantly faster initial responses and quicker issue resolutions.

45% Increase in First-Contact Resolution

Better agent-ticket matching means more issues are resolved on the first interaction, improving both operational efficiency and customer satisfaction.

Enhanced Team Development

The AI Workflow Center's skills management capabilities allow managers to easily track and update agent competencies, fostering continuous team improvement and professional growth.

Key Benefits Delivered

Automated Ticket Assignment

Based on agent skills, availability, and current capacity—ensuring every ticket reaches the right person at the right time.

Real-Time Workload Analysis

Continuous monitoring and optimization for balanced distribution and maximum team efficiency.

Reduced Response Times

Faster ticket resolutions through intelligent routing and optimal resource allocation.

Increased Agent Efficiency

Balanced workloads and better skill matching allow agents to work more effectively and with greater job satisfaction.

Seamless Zendesk Integration

AI-human collaboration that enhances existing workflows without disrupting established processes.

“Working with Inforum on this Zendesk integration showcased the true power of AI when it's thoughtfully implemented. We didn't just automate their processes, we intelligently enhanced them. By adapting our AI Workflow Center for easier skills management, we empowered their team leads to continuously optimize agent assignments while fostering professional development across the entire support team. Another key point was understanding their unique support workflows and adjusting our offering to amplify human expertise rather than replace it.”

Alex Urbina, CEO, Treyee

Perfect For Support Teams Ready to Scale

Inforum's transformation demonstrates how our AI Ecosystem is ideal for support teams using Zendesk who want to:

Optimize Operations through intelligent automation

Personalize Support with skills-based routing

Scale Customer Service without losing the human touch

Improve Agent Satisfaction through balanced workloads

Enhance Customer Experience with faster, more accurate support

Why Treyee Made the Difference

Deep Zendesk Expertise

As technology partners with extensive Zendesk experience, we understand the platform's capabilities and how to maximize them with AI.

AI That Actually Works

Our solution is specifically designed for customer support workflows, understanding the nuances of agent skills and customer needs.

Seamless Integration

The system works within existing Zendesk workflows without requiring staff retraining or process overhauls.

Proven Results

Inforum's dramatic improvements demonstrate the real-world impact of intelligently implemented AI automation.

Ongoing Partnership

We don't just implement and leave—we continuously optimize and enhance the solution as your business grows.

Ready to Transform Your Support Operations?

Inforum's success story highlights the transformative power of AI and our commitment to driving success for our clients. If your support team is struggling with manual ticket assignment, uneven workloads, or slow response times, our AI Ecosystem can deliver similar breakthrough results.

Key Takeaways:

Manual support processes create unnecessary delays and inefficiencies

AI-powered agent management dramatically improves both speed and accuracy

The right integration partner makes all the difference in implementation success

Measurable improvements in customer satisfaction follow operational excellence

Continuous optimization ensures long-term success and growth