Two colleagues in an open-plan office, one leaning in to talk with a support agent seated at a monitor wearing a headset.

SaaS. AI Systems, Automation.

A SaaS team resolves two in three tickets without a human.

65%
of tickets resolved without a human

65%
of tickets resolved without a human

Client: B2B SaaS startup, United States
Industry: SaaS
What we built: AI Systems, Automation
Timeline: 6 weeks, 2025

Before

A support agent grounded in the company's own resolved tickets and documentation, citing its source on every answer.

Support volume was growing faster than the team could hire. The answers to most tickets already existed, in resolved threads and in the documentation, but finding them took a person each time.

What we built

01
The decision that shaped it
We grounded the agent in the company's own history rather than general knowledge. Answers are drawn from resolved tickets and product docs, and each one carries the source it came from, so a customer sees a citation and a support lead can audit the reasoning. That constraint is what makes autonomous resolution acceptable rather than risky.
02
What we engineered
A support agent trained on the company's resolved tickets and documentation, answering in the company's own voice and citing the source it drew from. Tickets it cannot ground are handed to a person rather than guessed at.
03
End-to-end autonomous ticket resolution
Grounded in resolved tickets and product docs. Company-branded response tone.
04
What leaves the system
The support team stopped re-answering questions it had already answered, and the cost of a growing customer base decoupled from the cost of a growing support rota.

01
The decision that shaped it
We grounded the agent in the company's own history rather than general knowledge. Answers are drawn from resolved tickets and product docs, and each one carries the source it came from, so a customer sees a citation and a support lead can audit the reasoning. That constraint is what makes autonomous resolution acceptable rather than risky.
02
What we engineered
A support agent trained on the company's resolved tickets and documentation, answering in the company's own voice and citing the source it drew from. Tickets it cannot ground are handed to a person rather than guessed at.
03
End-to-end autonomous ticket resolution
Grounded in resolved tickets and product docs. Company-branded response tone.
04
What leaves the system
The support team stopped re-answering questions it had already answered, and the cost of a growing customer base decoupled from the cost of a growing support rota.

End-to-end autonomous ticket resolution
Grounded in resolved tickets and product docs
Company-branded response tone
Source citation on every answer

What changed

65% of support tickets now resolved end to end without a human.

The support team stopped re-answering questions it had already answered, and the cost of a growing customer base decoupled from the cost of a growing support rota.