The challenge
Corvus Labs’ support team triaged every ticket by hand. On busy days, urgent issues could wait an hour before anyone noticed them.
“Our biggest problem wasn’t answering tickets, it was finding the right ones first,” says Reema Lall, Head of Support at Corvus Labs.
The approach
The team connected its help desk and Slack to Lumora and set up an agent that tags each ticket by topic, urgency, and sentiment, then routes it to the right queue.
Frustrated customers are escalated immediately, with the full conversation attached.
The results
First response time improved by 41%, 3.2 times more tickets were routed automatically, and not a single escalation was missed.
“Tickets used to wait an hour for someone to triage them. Now they’re sorted the second they land.”
Corvus Labs now uses Lumora to draft replies and close stale tickets with a friendly check-in first.
Tickets used to wait an hour for someone to triage them. Now they're sorted the second they land.
CL
Reema Lall
Head of Support
CL
Corvus Labs
INDUSTRY
SaaS
COMPANY SIZE
260 employees
CHAMPION
Reema Lall
01
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