How We Reduced Customer Support Tickets by 43% Using AI Onboarding Flows

How We Reduced Customer Support Tickets by 43% Using AI Onboarding Flows

By early 2024, our product team had a problem.
We were growing — but so were our support tickets.
And worse: most were basic.
“How do I reset my password?”
“Where do I find analytics?”
“Why is my dashboard empty?”

So we built something different.

We replaced our traditional onboarding emails with an AI-powered onboarding flow — and the results were immediate.

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What We Used

We combined:

• Intercom bots

• AI-based triggers based on behavior

• In-product checklists

• Video prompts via Loom

• Auto-tagged FAQs

We called it “Just-in-time onboarding.”

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The 3-Week Setup

Week 1: Audit top 100 support questions
Week 2: Map user journey + trigger points
Week 3: Set up AI flows with fallback to live support

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The Result: -43% Tickets in 30 Days

✅ New users completed setup 2.4x faster
✅ NPS scores up 18 points
✅ 43% fewer tickets in Intercom inbox

Even better? Our team stopped writing long documentation — and started recording one-click video replies instead.

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The 3 AI Plays That Worked

1. Behavior-based trigger messages
   → If a user pauses > 30s on “Create project,” auto-show a Loom video

2. Auto-suggested support
   → GPT-based bots scanning query and suggesting doc+video

3. In-product checklist with AI fallback
   → Users could always “Ask AI” next to every step

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The Biggest Lesson?

AI isn’t replacing support.
It’s replacing bad onboarding.

And that changes everything.

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Want Our Full Onboarding Flow?

Drop your email — we’ll send:

• Our full Intercom + AI setup

• Video script templates

• Conversion checklist for product onboarding