How We Reduced SaaS Support Resolution Time by 68%
How a growing software company automated ticket classification, knowledge retrieval and routine customer support.
Industry
Company
Founded
Engagement
680K+
Tickets analysed
68%
Faster resolution
43%
Fewer escalations
24/7
Automated support coverage
The challenge
Customer growth was overwhelming the support team
As the platform gained more users, support volume increased across email, live chat and the help centre. Agents spent a large part of their day categorising tickets, searching internal documentation and answering recurring product questions. More technical requests were sometimes delayed because routine tickets filled the queue.
Our approach
Supporting agents rather than replacing them
1
Organise support knowledge
Reviewed product documentation, previous tickets and internal support processes.
2
Build specialised agents
Created AI agents to identify intent, retrieve approved information and prepare accurate responses.
3
Introduce controlled automation
Automated low-risk requests while routing technical or account-sensitive issues to human agents.
Solution
An intelligent support resolution workflow
Every incoming ticket is classified and matched with relevant product information. Routine questions are answered automatically. Complex issues are assigned to the right team member with a summary, customer history and suggested next action.
The Results
Quicker answers and more focused support teams
Faster ticket resolution
Fewer escalations
Accurate ticket classification
More agent capacity
"We used to spend 6 hours every day moving data between tools. Now the entire workflow runs automatically before the team even logs in."
Ethan Brooks
Operations Manager
TaskPilot
Case studies
