How Givebutter Uses AI to Handle 60% of Support Tickets

Sunny Ellis, who leads the support team at Givebutter, a fundraising platform, has successfully integrated AI to manage 60% of inbound support requests, allowing the team to focus on more complex and emotionally nuanced issues. The support team, which has grown from five to thirty members, uses Intercom's Fin for automating responses to repetitive questions, enhancing response times and freeing up human agents for more critical tasks. Before implementing AI, the team revamped their help center documentation to ensure its accuracy and completeness, which proved pivotal for effective automation. Sunny emphasizes hiring for empathy and critical thinking, as AI handles routine inquiries while humans manage connections and complex problems. Additionally, she uses Claude to develop internal tools that assist support agents with centralized information and response drafting. Her advice to support teams exploring AI includes starting with clean documentation, launching small, and continuously refining the process, underscoring that AI integration is an ongoing journey rather than a one-time setup.

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