AI Agents · 2025
AI Support Agent for SaaS Helpdesk
Client: Logistics SaaS Platform
Multi-channel AI support agent that answers, routes, and escalates tickets with full context.
AI AgentsSupportAutomation
Duration
6 weeks
Category
AI Agents
Year
2025
The problem
Support team handled 600+ tickets weekly, with 70% being repeated questions already covered in docs and past tickets.
What we built
Deployed a RAG-powered AI agent across email, chat, and Slack that answers known questions, routes complex ones with full ticket history, and escalates to humans when confidence is low.
Outcomes
- 62% of tickets resolved without human touch
- Median response time dropped from 4 hours to 90 seconds
- CSAT score improved from 4.1 to 4.6
Stack
PythonLangGraphPineconeSlack APIIntercom
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