# How Otter.ai uses Zapier

**2X**: “2X CX team efficiency”

As published on [zapier.com](https://zapier.com/customer-stories/otter-ai). Captured by usedby on 2026-10-08.

- Company: [Otter.ai](https://www.usedby.ai/companies/otter-ai.md)
- Tool: [Zapier](https://www.usedby.ai/tools/zapier.md)
- Teams: Customer Experience

## What the story says

Otter.ai uses Zapier with ChatGPT to detect low-signal customer replies such as "thanks" and automatically close reopened support tickets, logging internal notes in Zendesk. It also uses AI to analyze ticket content and domain, categorize issues, and flag high-priority tickets for faster routing.

Summary written by usedby from the source page, in English. The figures are those of Zapier and Otter.ai, not ours.

> Over 1,000 tickets were automatically resolved in just three months, freeing up agent time.

- **10,000**: “More than 10,000 tickets were enriched and routed faster, speeding up response times for key users.”

> Before automation, agents had to manually review and close thousands of unnecessary reopened tickets. Now, Zapier and ChatGPT handle it instantly, saving us time and keeping our queue clean.
>
> Allen Lai, Head of Customer Experience

Source: [zapier.com](https://zapier.com/customer-stories/otter-ai), captured 2026-10-08.

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 2X is printed word for word on the page, near the name of Otter.ai.
- Checked: the passage quoted above is copied word for word from the page, near the name of Otter.ai.
- Checked: Otter.ai uses Zapier. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/otter-ai-zapier · How we check: https://www.usedby.ai/methodology