Pique lets AI close about 37% of support.

Repeat tickets were consuming a lean team’s day.

Order status, subscription changes, and basic product questions kept higher-value customer work waiting.

• Transactional work filled the queue. Predictable questions still needed manual attention.
• Complex cases competed with simple ones. Compliance, cancellations, and retention work waited behind routine tickets.
• The team needed confidence, not a risky switch. Autonomy had to be earned in stages.

Manual. Copilot. Autonomous. One channel at a time.

Pique trained and observed the AI before giving it autonomy. Chat went first, then email expanded under active monitoring.

AI handles routine questions. Humans keep compliance and cancellations.

The split is explicit. Richpanel closes transactional and product questions. The team retains the categories where policy, sensitivity, or judgment makes a person essential.

• AI owns predictable work. Order status, product information, and other repeat topics move quickly.
• People own risk and nuance. Compliance, cancellations, regulatory questions, and complex cases stay human.
• The boundary can expand carefully. New categories move only after the team has confidence in them.

A third of the queue moved to AI. CSAT stayed near the team.

Pique got speed and capacity without handing sensitive work to automation.

• About 37% of support closed by AI. Transactional volume no longer consumes the team’s day.
• 27-second median first response. The human queue median is 6.8 hours.
• 4.75 AI CSAT versus 4.84 for the team. Quality stays close while routine work moves much faster.
• Roughly twice as fast to resolution. AI handles predictable work without queue delay.

More time for the work customers remember.

With routine work off the plate, the team has room for retention conversations, quality follow-ups, proactive outreach, and CX projects that used to wait.