A support queue growing faster than the team.

The client — a mid-market B2B SaaS — saw ticket volume double year-over-year while headcount stayed flat. Around half of tickets were variations of the same dozen questions, yet first-response times had crept past four hours and senior agents were buried in copy-paste work. A previous vendor had spent six months on a pilot that never reached production.

An AI triage agent with a human in the loop.

We started with a one-week audit, then a pilot on a single ticket category. The production system classifies every inbound ticket, drafts an answer grounded in the knowledge base, and either sends it automatically (for high-confidence categories) or routes it to an agent with a suggested reply. Everything is logged and sampled for quality.

Before and after, in eight weeks.

They shipped a working support agent in five weeks — after another vendor spent six months on a pilot that never launched. ROI was obvious by month two.