AI support automation for a B2B SaaS
The challenge
Support was drowning in repeat tickets. Agents were burning out answering the same five questions while real product issues waited.
Our solution
Trained an LLM-based triage layer on the client’s docs and historical tickets, surfaced citations, and built guardrails so the bot escalates anything unsafe to humans.
- AI integration
- Knowledge base ingestion
- Agent tooling
Outcome
Routine volume now self-serves with high satisfaction, and human agents finally have time for the high-value, complex tickets.
41%
Tickets deflected
-65%
First-response time
+9 points
CSAT