A support agent that answers most questions before a person does
An AI support agent grounded in the product's documentation resolves the majority of incoming questions and hands the rest to a person with full context.
- Client
- SaaS company
- Sector
- Technology
- Type
- AI agent
- Services
- AI agent, Knowledge retrieval, Support integration
Outcomes
Challenge
Support volume grew faster than the team. Most questions were answered somewhere in the documentation already; finding and phrasing the answer was the work.
Approach
The agent retrieves from the documentation and release notes, answers with sources, and knows what it does not know. Anything outside its confidence, or anything about billing and accounts, is handed to a person inside the support tool with the conversation and the retrieved context attached. Answer quality is measured against a reviewed set of conversations, not guessed.
Outcome
Seventy percent of questions are resolved without a ticket, customers get a first response in under thirty seconds, and the team spends its time on the conversations that need judgement.