OpenClaw for Support Automation
Outcome
Reduce ticket backlog while improving response consistency and escalation safety.
Who this is for
Small teams handling growing support load without dedicated large support orgs.
Architecture
Intake → classify → resolve (known issues) → escalate (high-risk) → QA.
Implementation steps
- Define support taxonomy and tags.
- Build known-issue response library.
- Add escalation triggers (billing, legal, security, sentiment).
- Configure SLA tiers and routing.
- Audit resolved tickets weekly.
Escalation trigger examples
- payment failure with repeated attempts
- legal/compliance language
- security breach indications
- strong negative sentiment from high-value accounts
Failure modes and fixes
- wrong auto-replies → reduce auto-scope and improve intent classification.
- missed escalations → expand trigger set + conservative thresholds.
- inconsistent tone → enforce style rules pre-send.
KPI suggestions
- first response time
- resolution time by category
- escalation accuracy
- CSAT trend