An AI support copilot
Support agents were drowning in repetitive tickets and slow to find the right answer.
- Sector
- B2B SaaS
- Engagement
- AI
- Stack
- LLM · RAG · Python
The challenge
A B2B SaaS company’s support team was buried in repetitive questions. The answers existed somewhere in their documentation, but finding and rewriting them for every ticket was slow, response times were slipping, and agents were spending their day on work a machine could help with — while the genuinely hard cases waited.
The process
We began by understanding the ticket mix and where time actually went, then agreed on clear success criteria and guardrails up front — including the rule that the assistant must never answer from something it couldn't cite. We designed the retrieval and the interface together so it fit inside the tools agents already used, built it in tight iterations, and evaluated answer quality against real tickets before anything went live.
What we shipped
- A retrieval-augmented copilot that drafts grounded replies
- Citations on every answer, so agents can verify before sending
- Runs inside the team’s existing help-desk tool
- Deployed, monitored, and evaluated against real tickets
The impact
- 43% lower average handling time
- Grounded first drafts in under a minute
- Zero hallucinated answers shipped to customers
More work
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