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InterviewCX AI6h · 15:01 GMT · 4 min read
How AI Tools Turn One-Off Tickets Into a Case for Change
Customers now judge CX from the first sales call to the last support case, yet one-off requests rarely carry enough weight to change a product. ABBYY’s CX chief explains how AI clustering, connected teams, and enterprise-wide tool choices help leaders make the case.
Most feature requests start life as a single support ticket, and a single ticket is easy to put off. The trouble is that the same request may be sitting in dozens of other tickets, and nobody has added them up.
The pressure is growing because customers no longer wait until renewal to pass judgment. They review the whole relationship, from the first sales call to the latest support case, so a request that goes nowhere counts against the entire experience.
Paula Sanders, Chief Customer Experience Officer at ABBYY, tells CX Today how AI tools can turn those scattered tickets into a case for change. She also shares her advice on connecting teams, choosing tools for the whole enterprise, and keeping humans in the loop.
Why Is a Signed Deal No Longer the Finish Line?
Sanders was recently promoted into the CX leadership role at ABBYY, after 15 years that began as a professional services lead consultant. Her job is to bring the teams together, and she says the old rhythm of closing a deal and celebrating no longer holds:
“It’s not the case anymore because the customers are grading us as we go.”
Customers watch how quickly onboarding goes, what professional services delivers, and how support handles issues and feature requests over time.
Her advice to anyone new in a CX leadership role is to keep those teams closely connected.
How Can AI Connect Sales, Services, and Support?
Sanders starts with the sales team. Her colleagues use AI to interpret customer calls and emails, assess how well a meeting went, and identify next action items.
That feeds the CRM, so anyone in the organization can see what was promised at the start and what the customer expects. She wants the support portal to hold the same information in one place.
“If they’re not interconnected, then we’re working in silos, and we cannot work in silos.”
How Does AI Turn One-Off Tickets Into a Case for Change?
Her support team used to pass requests and bug fixes to the product or engineering team one customer at a time.
Now Sanders can search the ticketing system, ask how many customers are hitting the same problem, and cluster them together. Her example is walking into the product team and saying 90 customers have asked for the same feature, so it should move up the list.
The same search helps resolve issues faster, she adds. And the stakes are rising because customer expectations have shifted:
