Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A SaaS company handling 24,000 support tickets a month had agents answering the same setup, billing and how-to questions repeatedly. Complex technical issues waited in the same queue, and first response averaged nine hours.
What Omnifys deployed
- Ticket classification and routing on arrival
- Direct resolution for documented issues using account context
- Immediate escalation with full context on anything ambiguous
- Deflection quality monitored through reopen rates
Agents used: Service Request Triage Agent, Service Request Resolution Agent, Self-Service Chat Agent.
Results
- 68% — of tickets resolved without a human agent
- 9 hours to 4 minutes — average first response
- 4.1% — reopen rate on automated resolutions
- 2.9x — agent time available for complex cases
Why it worked
The reopen rate is the number that matters. Deflection without resolution just moves the problem, so it was tracked as the primary quality measure.
Explore this for your business
Every Omnifys agent routes tasks across 15+ leading LLMs, integrates through n8n, Zapier and 300+ connectors, and ships with monitoring, audit trails and human-approval steps you control. Typical deployment runs two to six weeks from discovery to production. Book a free 30-minute consultation to map the highest-impact automation for your team.