AI-Powered Customer Support: Reducing Resolution Time by 70%

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%.