The challenge
Support handled the same forty questions every week while complex tickets waited.
Our solution
An AI assistant grounded in the product documentation, with confident escalation to humans.
Research
Twelve months of ticket history was clustered to find genuinely repeatable intents.
Design
A conversational surface that always shows its source and offers a human handoff.
Production
Deployed behind a confidence threshold with weekly accuracy review.
Technology
Before and after
Before
Every ticket handled manually, first response over six hours.
After
Routine intents resolved instantly, specialists focused on complex cases.
-84%
First response
46%
Tickets auto-resolved
+0.6
CSAT change
“Placeholder testimonial — replace with the client's approved quote.”
Have an idea? Let's build the best route forward.
Tell us what you want to create, improve or automate. Our team will turn your vision into a powerful digital solution.