Support Assistant Revamp
Implemented an AI assistant to reduce first-response time and improve support team throughput.
AISupportSaaS
First-response time
-32%
Handled ticket volume
+28%
CSAT trend
+11%
Overview
The project focused on using AI to reduce repetitive workload while maintaining quality and escalation accuracy.
Challenge
Support operations were fragmented across tools, and onboarding new agents required significant manual coaching.
Solution
We integrated an AI assistant into existing workflows, added confidence thresholds, and designed fallback rules for complex cases.
Results
- • Faster response handling during peak periods
- • Improved consistency in customer-facing communication
- • Clearer escalation and ownership routing
Stack
Next.jsNode.jsOpenAIPostgreSQL
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