The challenge

A fast-growing SaaS platform struggled to handle rising support tickets.
Response times increased, customer satisfaction dropped, and support agents were spending too much time on repetitive questions instead of solving real issues.
They needed a scalable solution that could reduce workload without harming quality.
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Our strategy

We designed and deployed an AI support automation system powered by a custom-trained chatbot and smart routing logic.
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Our approach included:

• building an AI model trained on real support conversations
• integrating the bot with the client’s CRM and helpdesk
• enabling automated knowledge lookups
• routing complex tickets to human agents
• adding continuous learning for improved accuracy
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The results

• 62% reduction in support ticket volume
• 2× faster first-response time
• 40% lower support overhead
• AI bot resolved 78% of repetitive questions automatically
• Support team re-focused on high-value tasks