Software & Technology
Autonomous AI agent for tier-1 support resolution
B2B SaaS Company
A growing SaaS company needed to scale support without linearly scaling headcount. We designed a tool-using AI agent capable of resolving account, billing, and configuration requests end-to-end, with escalation paths to humans.
- Of tier-1 tickets resolved autonomously
- 46%
- Average resolution time, down from 22 min
- 3.5 min
- From pilot to full production rollout
- 90 days
The challenge
Support headcount was growing in lockstep with revenue, and most of the queue was the same account, billing, and configuration requests. Earlier chatbot attempts had deflected tickets without resolving them, which moved the frustration rather than removing it.
What we built
We built an agent with scoped write access to their billing, account, and provisioning APIs, so it could complete the request rather than describe it. High-risk actions route through approval gates, every action is audit-logged, and anything outside the agent's competence hands off to a human with full conversation context.
Delivered through our AI Agents, AI Automation, and RAG practices.
The outcome
The agent now resolves 46% of tier-1 tickets end-to-end, average resolution time fell from 22 minutes to 3.5, and the rollout went from pilot to full production in 90 days.
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