AI support agent for a SaaS company

The challenge

A growing SaaS team was buried in repetitive support tickets. Response times stretched into hours, and hiring more agents was not an option at their stage.

The solution

We built a RAG-based support agent trained on their docs, past tickets, and product knowledge. It answers in their brand voice, escalates edge cases to humans, and improves from every resolved conversation. Stack: Next.js, a vector database, an LLM API, and custom escalation logic.

Results

• 68 percent of incoming tickets resolved without a human
• First response time cut from hours to under 30 seconds
• Support runs around the clock with no added headcount
• Human agents now focus on complex, high-value cases