A tech support team used Custom Bots, a highly customizable bot solution, to automate the triage process of incoming requests and improve resolution time by 50%. This resulted in saving 39 minutes per issue. The bots use structured questions to collect pertinent details from customers before their conversation lands in the inbox, allowing specialists to get straight to work on resolution instead of spending time on follow-up. The bot also automatically tags new conversations, reducing reporting time and improving insights into request types. A good triage process can help support teams properly assess issues and prioritize critical ones. Modern chatbots like Custom Bots are capable of automating repetitive workflows, freeing up team members for more complex questions that require human troubleshooting.