Agentic Support Infrastructure
AI agents handling tier-1 support with human-level reasoning.
Client
A Series B SaaS platform
Year
2025
Duration
3 months
Overview
We built an agentic support system that autonomously handles 78% of incoming customer tickets with human-level reasoning and empathy. The system doesn't just match keywords to canned responses — it understands context, investigates issues in production systems, and resolves problems end-to-end.
The Challenge
The client was scaling rapidly with 15,000+ active accounts but their 12-person support team was overwhelmed. Average first-response time had ballooned to 6 hours, CSAT scores were declining, and hiring couldn't keep pace with growth. Off-the-shelf chatbots had been tried and abandoned — customers found them frustrating and unhelpful.
Our Approach
Designed an agent architecture with deep integration into the client's product — the AI can read logs, query databases, check configurations, and execute fixes, not just surface documentation.
Implemented a reasoning framework that breaks complex tickets into investigation steps, maintains conversation context across multiple exchanges, and knows when to escalate to humans.
Built a tone-matching system trained on the support team's best conversations, ensuring responses feel personal and empathetic rather than robotic.
Results
78%
Autonomous resolution
6hrs → 45s
First response time
96
CSAT score
$680K
Annual savings