Where the manual work piled up.
Ardenne sells across time zones, but their support team worked one. Tickets that came in overnight sat untouched until morning, and by then the backlog had grown and customers had already waited hours. Hiring a night shift was expensive and hard to staff, and the overnight volume didn't justify a full team, but it was too much to keep ignoring.
What the agent took over.
The team set up three workflows to run while they were offline. The agent reads each overnight ticket, resolves the routine ones within approved parameters, and holds anything sensitive at a Checkpoint for the morning. Order status, returns, and common questions get answered the moment they come in. Everything the agent does overnight is in the Ledger, so the morning team picks up with full context instead of a blind backlog.
What changed once it ran.
No ticket has gone unanswered overnight since the workflows went live. More than three quarters of routine overnight tickets now resolve automatically, so the morning team walks into a clean queue instead of a backlog. Ardenne got around-the-clock coverage without hiring a single night-shift agent, and customers in every time zone get answers at the hour they ask.
tickets missed overnight
0
of routine tickets resolved automatically
78%
coverage with no added headcount
24/7
