Support team was drowning in repetitive tier-1 tickets, with 72-hour average response time.
We built a conversational AI agent trained on resolved tickets and product documentation that handles common support queries autonomously, routing complex issues to human agents with full context.
Client
A B2B SaaS company...
Timeline
10 weeks
Team
2 engineers
Industry
SaaS
A B2B SaaS company had a lean support team handling a growing volume of tickets. Over half were repetitive questions — billing inquiries, password resets, feature explanations — that could be answered from existing documentation. But every ticket still required a human, and average response times had ballooned to 72 hours.
Built a conversational AI agent trained on resolved tickets and product documentation using RAG
Implemented intent classification to distinguish between questions the AI can handle and issues requiring human escalation
Created integrations with their existing helpdesk and CRM for seamless ticket handoff
Added sentiment detection to automatically escalate frustrated customers to a human agent
40%
Tickets Automated
<5 min
AI Response Time
72→5
Hours → Minutes
10 wks
Delivered In
AI agent handles roughly 40% of incoming tickets without human intervention
Response time for AI-handled tickets dropped to under 5 minutes
Human agents focus on complex issues, improving resolution quality
Customer satisfaction scores improved measurably after deployment
“The AI handles the stuff our team was tired of answering ten times a day. Password resets, billing questions, basic how-tos. Our actual support quality went up because the team can focus on the hard problems now.”
— VP of Customer Success, SaaS Company
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