Service transformation & controlled AI
Construction Certification
A comprehensive Zendesk redesign followed by connected automation and AI-assisted workflows with human review.
Systems & areasZendeskn8nAI-assisted supportOrder dataKnowledge workflows
Context
The business situation.
Construction Certification needed its service platform and operational workflows to support a more consistent, controlled way of handling customer enquiries and order information.
The operational problem
What needed to change.
The Zendesk environment needed a comprehensive redesign across ticket structure, forms, routing, views, triggers, workflows and reporting. The operation also had opportunities to reduce repetitive handling while retaining appropriate control over customer responses.
What Signals Ops delivered
From design into implementation.
- Rebuilt Zendesk ticket structures, forms, routing, views, triggers and workflows
- Designed intelligent classification and triage workflows
- Connected customer order lookups and knowledge retrieval
- Implemented AI-assisted response recommendations
- Added human-review controls and safe-send rules
- Improved reporting and operational governance
Business benefits
What improved.
- A service platform structured around the operating workflow
- More consistent classification, routing and information retrieval
- Controlled use of AI with human review before public responses
- A stronger foundation for reporting and ongoing improvement
“Would highly recommend, Stephen helped re-design our Zendesk system.”