AI Customer Support Agent
Replaced a 3-person support team's repetitive ticket handling with an AI agent that resolves 80% of queries autonomously, escalating only the complex cases to humans.
The Problem
The client had a 3-person support team spending most of their day answering the same 50 questions — order status, return policies, product compatibility, shipping times. The team was burning out, response times were slipping, and customer satisfaction was declining.
What We Built
We designed a multi-stage AI agent that:
- Classifies incoming queries by type and complexity
- Resolves standard queries automatically using a knowledge base we built from their existing documentation
- Escalates complex or sensitive cases to the human team with full context already summarised
- Learns from human resolutions to improve over time
The agent integrates directly with their helpdesk platform and CRM, so every interaction is logged and the human team has full visibility.
The Result
Within 6 weeks of launch, the agent was handling 80% of incoming queries without human intervention. The support team now focuses exclusively on complex cases and relationship-building — the work that actually requires human judgment.
Response times dropped from 4 hours average to 4 minutes. Customer satisfaction scores increased by 23 points.