Case studies
AI automation
Fabric — Customer Delivery
50%queries auto-resolved
57%YoY efficiency gain
$150K+saved annually
The problem
Engineering and support teams were losing hours every week to 70+ repetitive operational queries flowing through Jira, Slack, PagerDuty, and Zendesk — the kind of ticket triage that scales linearly with headcount if nothing changes.
The approach
Designed and shipped AI-driven workflows connecting the OpenAI API to Zendesk webhooks and Zapier automations, routing and resolving common queries before they ever reached an engineer.
The impact
The workflows resolved 50% of 70+ weekly operational queries without human intervention, contributing to a 57% year-over-year efficiency gain and saving $150,000+ a year in avoided hiring and tooling costs, plus 110+ manual hours a week.