AI Automation
AI Support Agent for SaaS Platform
We trained an AI agent on 4 years of help-desk history and product docs, then wired it into live chat and email with confident hand-off rules so complex issues still reach a human within minutes.
68%
Tickets Deflected
42hrs/week
Time Saved
+21%
CSAT Increase
The challenge
- A small support team answered the same onboarding and billing questions dozens of times a day.
- First-response times stretched past four hours during peak periods.
- Existing help docs were accurate but rarely found by customers.
What we built
Cleaned the knowledge base
Four years of resolved tickets and the product documentation were consolidated into a single trusted answer source.
Deployed a first-response agent
The agent answers in live chat and email using only approved content, and always cites the doc it drew from.
Set explicit hand-off rules
Billing disputes, cancellations, and low-confidence answers escalate to a human with the full conversation attached.
Reviewed weekly
Every escalated conversation feeds a weekly review that tightens answers and closes documentation gaps.
The results
- 68% of incoming tickets are now resolved without human involvement.
- The team recovered roughly 42 hours per week.
- Customer satisfaction rose 21% thanks to instant first responses.
68% of tickets resolved without a human
Want results like this?
Tell us the process that is eating your team's time and we will map how it can run itself.
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