The challenge
The support team was buried under repetitive questions, the same how-tos, order statuses, and policy questions, all day. It left little time for the complex, high-value cases that genuinely need a person, and coverage stopped the moment the team went home.
What we built
A conversational AI agent trained on the client's own help center and knowledge base. It answers common questions instantly, handles simple actions, and escalates cleanly to a human with full context whenever a request falls outside its scope.
It handles the questions we answered a hundred times a day, so we can handle the ones that matter.
The approach
We mapped the most common question types, trained the agent on their real documentation, and built guardrails so it stays accurate and knows when to hand off. We integrated it into their existing support channel and kept improving it against real conversations.
The outcome
Repetitive tickets are now handled instantly, day or night. The human team spends its time on the cases that matter, response times dropped sharply, and support coverage extended well beyond business hours, without adding headcount.