How We Helped a US SaaS Company Reduce Support Response Time by 90% with AI-Powered Platform

We partnered with a rapidly growing US-based SaaS company to build an intelligent customer support platform that transformed their overwhelmed help desk into a scalable, efficient operation. The solution now handles over 100,000 inquiries monthly, resolves 75% of tickets automatically through AI-powered responses, and has reduced average response time from 8 hours to under 45 minutes while improving customer satisfaction scores by 62%.

100,000+

monthly inquiries handled

90%

response time reduction

8-week

deployment

Client Introduction

Our client is a fast-growing SaaS company serving B2B customers across the United States. As their user base exploded from 5,000 to 50,000 customers in 18 months, their support team became overwhelmed with repetitive questions that consumed 80% of agent time. With customer satisfaction plummeting and support costs skyrocketing, they needed a technology solution that could scale infinitely while maintaining the personal touch their enterprise clients expected.

Industry: SaaS / Enterprise Software
Region: United States (Nationwide operations)
Company Stage: Seed Series startup
Primary Users: Customer support agents, end customers, support managers, product teams

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What We Did

We developed a comprehensive AI-powered customer support platform that intelligently automates routine inquiries while empowering human agents to handle complex issues. The solution features an advanced chatbot that understands natural language queries and provides instant, accurate responses by pulling directly from the company's knowledge base and documentation. We built a unified agent dashboard where support staff can monitor AI conversations, seamlessly take over when needed, and access complete customer history. The platform includes automated ticket routing based on urgency and complexity, ensuring critical issues reach specialists immediately. We implemented comprehensive analytics that track resolution rates, identify trending issues, and provide actionable insights for product improvement.

How We Did It

Our development began with analyzing 10,000+ historical support tickets to identify patterns and common inquiry types. We structured the company's scattered documentation into a searchable knowledge base optimized for AI retrieval. The implementation leveraged Supabase's real-time capabilities to enable instant handoffs between AI and human agents. We trained the chatbot using actual support conversations, ensuring responses matched the company's tone and expertise level. Throughout development, we conducted A/B testing with real customers, continuously refining the AI's accuracy and helpfulness based on satisfaction scores.

Tech Stack & Integrations

Overcoming Challenges

Consistent brand voice across AI replies: Response templates and fine-tuned models trained on the company’s support history.
Complex multi-step troubleshooting: Decision trees with progressive disclosure, escalating to humans when needed.
Legacy knowledge base integration: Custom scrapers and APIs to unify content from multiple sources.
Avoiding incorrect technical info: Confidence scoring with automatic human escalation for uncertain responses.

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Result & Impact

The platform transformed customer support from a cost center into a competitive advantage. Within three months, first-response time dropped to under 1 minute for 75% of inquiries. Customer satisfaction scores reached record highs while support costs decreased by 68%. The freed capacity allowed human agents to focus on high-value enterprise accounts, improving retention rates.

Qualitative Wins

Reduced support team burnout with 60% decrease in repetitive tasks
Enabled 24/7 support without additional headcount
Identified and fixed 3 major product issues from support analytics
Achieved best-in-class NPS score for B2B SaaS
Decreased customer churn by 25%

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Frequently Asked Questions

How does the AI maintain accuracy when answering technical questions?

‍The chatbot only provides answers directly sourced from the verified knowledge base. Each response includes confidence scoring, and any query below 85% confidence automatically escalates to human agents. This ensures customers always receive accurate information.

Can the platform handle multiple languages and time zones?

‍Yes, the system supports multilingual queries and provides 24/7 coverage. The AI responds instantly regardless of time zone, while human escalations are intelligently routed to available agents based on language skills and expertise.

How does the handoff between AI and human agents work?

‍The transition is seamless - agents see the full conversation history and context when they take over. Customers experience no interruption, and agents can intervene proactively if they notice the AI struggling with complex issues.

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