AI Support Chatbot for a SaaS Platform
Built an intelligent customer support chatbot that handles 70% of tier-1 tickets autonomously, reducing response time from hours to seconds.
Client Industry
SaaS / Technology
The Problem
The client's support team was overwhelmed with repetitive tier-1 questions. Average response time was 4+ hours, and customer satisfaction scores were dropping. They needed 24/7 coverage but couldn't afford to scale the team.
The Goal
Deploy an AI chatbot that handles common queries instantly, escalates complex issues to humans, and operates 24/7 without manual intervention.
Our Solution
How We Built It
We developed a custom AI chatbot powered by OpenAI, trained on the client's knowledge base, help documentation, and historical ticket data. The bot understands context, provides accurate answers, and seamlessly hands off to human agents when needed. It integrates with their existing ticketing system and provides analytics on common issues.
Technologies Used
Results
Measurable Impact
72%
Tickets Auto-Resolved
< 8 sec
Avg Response Time
+28%
CSAT Score Increase
45%
Support Cost Reduced
From hours of waiting to seconds of resolution, powered by AI.
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