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The Problem
A growing SaaS platform was drowning in support tickets. Their 12-person support team couldn’t keep up with 500+ daily tickets, leading to frustrated customers and increasing churn rates.
The Solution
We built a multi-layered AI support system: a GPT-powered chatbot handles tier-1 queries (password resets, billing questions, feature guides), an ML classifier routes complex tickets to the right specialist, and a knowledge base auto-suggests relevant articles to agents.
Impact
The chatbot now resolves 45% of tickets without human intervention. Agent productivity increased by 3x. Customer satisfaction scores jumped from 3.2 to 4.6 out of 5. Monthly churn decreased by 18%.
