SaaS / B2B Tech
Reduced 80% support ticket volume in 14 days
Challenge
As the user base grew, so did the flood of repetitive support tickets such as password resets, billing questions, integration how-tos, and plan upgrades. Response times slipped, the team burned out, and new hires barely made a dent.
Solution
Deployed a support agent trained on the knowledge base, help docs, and historical ticket data. It resolved the top 15 ticket categories instantly, 24/7, and escalated complex issues to a human with full context attached.
Implementation
The agent was integrated into the existing support portal, ticketing system, and billing platform in under two weeks. A confidence threshold ensured it only resolved tickets it could handle accurately, while everything else was handed off cleanly.
Optimization
Weekly reviews of escalation logs sharpened the agent's accuracy from 81% to 90% by week six. Tone adjustments brought its responses in line with the brand voice.
80%
Tickets resolved without human intervention
14 days
From kickoff to full impact
3 min
Average response time, down from 9 hours
"Within two weeks our team went from drowning to actually having capacity again."
Head of Customer Success