AI & AutomationSaaS Platforms

AI-Powered Customer Experience Platform

Customer support team using AI-assisted tools

Client: B2B software company  |  Services: AI-powered systems, SaaS integration

Challenge

Support volume scaled faster than headcount. Agents lacked unified context across tickets, docs, and product usage data.

Solution

  • Semantic search across knowledge base and release notes
  • AI-suggested replies with human approval gates
  • Intelligent routing based on issue category and account tier

Outcomes

First-response resolution improved by 35% while average handle time decreased.

Support team collaboration in modern office
Agents reviewed AI suggestions before messages were sent.

Guardrails

  1. PII redaction on model inputs
  2. Feedback loop for incorrect suggestions
  3. Weekly accuracy sampling by QA team