Client
Support Ops
Industry
AI
Year
2025
Stack
Next.js
62%
Auto-resolved tickets
-90%
First response
4.7/5
CSAT
The challenge
The support team was drowning in repetitive tickets. They wanted an AI assistant that answered accurately from their own docs — not hallucinated — and escalated to humans when unsure.
Our solution
We built a retrieval-augmented assistant over their knowledge base with citations, confidence scoring, and automatic handoff to a human agent when confidence dropped. An eval suite catches regressions before they ship.
Results
- ✓62% of tickets auto-resolved without a human
- ✓First response time cut by 90%
- ✓Customer satisfaction held at 4.7/5
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