OnPlug automated repetitive customer support work

Challenge

OnPlug support specialists were spending a large part of their day handling repetitive requests that followed the same troubleshooting and information-gathering steps.

As ticket volume increased, experienced specialists had less time for complex technical issues.

Solution

OnPlug deployed Autonoma support agents across its helpdesk and internal knowledge systems.

Agents could understand incoming requests, retrieve relevant technical context, complete routine workflows, and escalate cases that needed specialist review.

OnPlug’s story

OnPlug had already documented much of its support knowledge, but specialists still needed to manually find that information and apply it to each ticket.

The problem was not a lack of answers. It was the repetitive work required to reach them.

Routine tickets consumed specialist time

Many tickets required the same sequence: identify the issue, check account context, search internal documentation, and prepare the next action.

Doing this hundreds of times created unnecessary workload.

“Our specialists should be solving difficult problems, not repeating the same process.”

Autonoma handles the repetitive layer

Autonoma now handles common support requests from intake through resolution when the workflow is clear.

Agents can retrieve documentation, check connected systems, and prepare or complete approved actions automatically.

Technical context stays connected

Agents use latest approved knowledge and customer context before responding.

This helps OnPlug maintain consistency without forcing specialists to manually search across multiple systems.

Support scaled without adding more repetitive work

OnPlug can now handle a larger volume of routine requests while keeping its technical team focused on cases where their expertise creates the most value.