Customer Support Automation
A B2B SaaS company with 2,000+ active users was drowning in support tickets. We built an AI assistant that resolves most issues automatically and routes complex ones to the right team member.
The Challenge
The support team handled 150+ tickets daily, with 60% being repetitive questions about features, billing, and integrations. First response time averaged 6 hours. Customer satisfaction was declining, and hiring more support staff wasn't sustainable.
Our Solution
We built an AI support assistant trained on the company's documentation, knowledge base, and historical ticket data. The assistant handles common questions instantly, performs simple account actions, and escalates complex issues with full context and suggested solutions.
- RAG system trained on 500+ knowledge base articles and product documentation
- Ability to perform account actions: reset passwords, check subscription status, generate invoices
- Smart escalation with ticket categorization, priority assignment, and suggested resolution
- Integration with Intercom for seamless handoff to human agents
- Continuous learning from resolved tickets to improve accuracy over time
Results
The AI assistant resolves 75% of tickets without human intervention. First response time dropped from 6 hours to under 30 seconds. Customer satisfaction scores increased by 20%, and the support team now focuses on complex technical issues and proactive customer success.
Tech Stack
Project Details
Timeline: 4 weeks
Cost: $7,000
Industry: SaaS