AutonomoussupportagentforaB2BSaaS
Resolved 74% of Tier-1 tickets, cut median response from 4h to 12s, and freed a 6-person support team for higher-value work.
What we walked into
A growing support team was drowning in repetitive Tier-1 tickets ā password resets, billing lookups, "how do Iā¦" questions ā leaving no bandwidth for complex escalations.
How we built it
We built a grounded AI agent trained on the product knowledge base, ticket history, and account context. It answers in-channel, escalates cleanly, and writes back to the CRM after every conversation.
What it moved
The agent resolved 74% of incoming Tier-1 tickets end-to-end within its first quarter live, cutting median response from 4 hours to 12 seconds. The support team was reassigned to onboarding and retention.
What the team actually got.
74% Tier-1 auto-resolution
Median response cut from 4h ā 12s
6 support reps redeployed to higher-value work
24/7 coverage with no additional headcount