GermanyTechnology and telecom2025 – ongoingTrusted Shops
Claude ticket classification and support automation
Trusted Shops automated 50% of support requests with Claude on Amazon Bedrock
Problem
Recurring questions consumed service agents' time while complex cases waited.
Approach
Trusted Shops connected Zendesk to Claude through AWS Lambda and Amazon Bedrock. Claude classified requests against defined intents, triggering existing workflows. Follow-up messages and reopened tickets went to people.
Results
50%incoming support requests automated, up from 15%, per AWS
60%reduction in full resolution time for human-handled tickets, per AWS
Takeaway
Automation handled initial requests, with subsequent exchanges reserved for human agents.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
[1]Amazon Web Services7 Oct 2025
AWS described Claude-based ticket classification linked to Zendesk workflows. It reported 50% automation and a 60% reduction in resolution time for human-handled tickets.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
