Automation
Support triage bot for a busy SaaS team
An AI assistant that reads incoming tickets, suggests replies, and routes complex cases to humans — trained on the client's own help docs, not generic fluff.
Challenge
A B2B SaaS company with a two-person support team was missing SLAs during peak hours. Reps were copy-pasting the same answers and losing time on tickets that did not need a human.
What we did
We connected a retrieval-based model to their knowledge base, built a review queue for low-confidence answers, and integrated with their existing ticketing tool so nothing lived in a silo.
Outcome
Roughly 40% of tier-one tickets resolved without human touch, faster first responses on the rest, and a clear log of what the bot said so quality could be audited.
Focus areas
- LLM + RAG
- Help centre sync
- Review workflow
- Ticket integration
Planning something similar? Talk to us or email us at shindevech@gmail.com.