81% of Requests Without an Operator: AI Support for a SaaS Product
AI customer support assistant for a SaaS company: trained on documentation and 18 months of ticket history, closes 81% of requests without an operator, escalates complex cases with a ready summary.
Challenge
The Client's Challenge
600+ tickets per week, 70% — repeated questions about features and integrations. Average first response time — 4 hours. A team of 5 operators worked at full capacity and still couldn't keep up. Support NPS was falling, clients were churning.
A B2B SaaS product with a growing user base. Support was the bottleneck: every new client increased the load, and hiring operators proportionally to growth was impractical. Standard scenarios needed to be automated while preserving quality for non-standard cases.
Solution
What We Built
We trained a RAG model on documentation, the knowledge base, and 18 months of ticket history. The assistant understands dialog context, responds with links to relevant documentation sections, and asks clarifying questions when needed. Complex and non-standard cases are automatically escalated to a live agent with a ready dialog summary — the operator doesn't re-read the conversation.
Key Features
- RAG model trained on documentation, knowledge base, and ticket history
- Contextual responses with links to specific documentation sections
- Automatic escalation of complex cases with dialog summary for the operator
- Embedded chat widget for the website and user dashboard
- Analytics dashboard: closed/escalated tickets, top questions, knowledge base gaps
- Retraining tool: operator marks incorrect responses, model improves
Technologies
Tech Stack
Results
What the Client Achieved
Галерея
Project Screenshots
Project under NDA
Screenshots are not published under a non-disclosure agreement.
“We were afraid the bot would annoy clients with template responses. But it actually solves their problems — clients open repeat tickets far less often. Support NPS grew from 42 to 67 in three months.”
Elena
Head of Customer Success, Client under NDA
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