How a POS integrator cut store-support wait times from 45 minutes to seconds — around the clock

At a glance

Result	Metric
Store-support requests resolved automatically	74% of tickets resolved automatically
First response to POS-down reports	From a 45-minute average to under 10 seconds
After-hours and weekend requests handled without on-call staff	100% first-touch coverage, 6 months running
Help-desk hours saved	~30 agent-hours per week returned to escalations and installs

The problem: every POS-down call is an emergency, and they don't keep business hours

Retail doesn't close at 5. The integrator's stores run evenings, weekends, and holiday peaks — exactly when a thin after-hours rotation was fielding the most urgent calls. The help desk saw the same pattern every week:

• POS-down emergencies landing in a shared inbox and waiting behind routine tickets, even though a dead lane costs the store real revenue.
• Repeat "how do I" questions — reprinting receipts, reconnecting a payment terminal, restarting a back-office server — that pulled senior technicians away from genuine hardware failures.
• After-hours gaps. Store managers phoning at 9 p.m. on a Saturday reached voicemail; the ticket sat until Monday.
• No triage. A jammed receipt printer and a site-wide outage arrived in the same queue, and dispatchers sorted them by hand.

Hiring a true 24/7 desk was quoted at roughly 3 additional full-time hires — cost the margins couldn't carry.

The solution: Auralis in front of the store-support help desk

The integrator deployed Auralis across its store-facing channels:

• Autopilot answers store managers on web chat and messaging, walking them through known fixes — terminal restarts, peripheral reconnects, receipt-printer clears — pulled from the integrator's own runbooks in the Knowledge Center, so answers stay accurate and on-policy.
• Answer picks up the support line 24/7, transcribes the call, and recognizes a POS-down report immediately — no hold queue at 9 p.m.
• Assist sits with the human help desk, drafting responses and packaging clean, pre-triaged tickets (store ID, device, steps already attempted) for anything that needs a technician.
• Audit scores every conversation, bot and human, so support leadership sees quality without pulling call recordings.
• Systems connection: Auralis connects to the integrator's full service stack — e-automate, their helpdesk, CCaaS platform, and call-board software — so tickets, entitlements, and site records flow without re-keying.

Rollout took 4 weeks.

The results

The biggest change was triage speed. A POS-down report now gets a first response in seconds, on any channel, at any hour — and either a guided fix or a flagged, fully documented escalation. 74% of store requests close without a human touching them — a result at the top end of what Auralis deployments deliver. Human agents now spend their time on the 26% of issues that genuinely need them — and those tickets arrive pre-triaged.

After-hours coverage stopped being a staffing problem: every overnight and weekend request has received a first-touch response since go-live, with no added headcount. Escalation-worthy outages reach the on-call technician faster because the AI identifies them instantly instead of leaving them in a queue.

"Our stores used to wait on hold while a lane was down. Now they get an answer in seconds, and my senior techs only see the tickets that actually need them." — Head of Support, retail-technology integrator (anonymized)

See it on your own queue

If you support retail sites and your help desk is the bottleneck, we'll show you what Auralis would do with your actual ticket mix.