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Support Copilot
B2B SaaS platform
A brand-aware support assistant that resolved common tickets and handed complex cases to agents with full context.
42% fewer tier-1 tickets
Challenge
Support volume was growing faster than headcount. Agents spent most of their time answering the same product questions.
Solution
We built a grounded chatbot over product docs and past tickets, embedded it in the help center and in-app, and designed seamless agent handoff with conversation history.
Results
- 42% reduction in tier-1 ticket volume within 90 days
- Median first-response under 10 seconds for bot-handled queries
- CSAT held steady while support capacity scaled
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